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Customer Complaint Routing Agent: SurveyMonkey and Twilio Integration

Event artwork for Customer Complaint Routing Agent: SurveyMonkey and Twilio Integration

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What to expect

Learn ho w to build an intelligent customer feedback system that automatically tria ges complaints and acc elerates response times for critical issues. In this online session, Ak bar Shaik, Community Captain from Novatio Solutions, demonstrates a real-world agentic automation that monitors customer feedback from online surveys and intelligently routes complaints based on severity.

What You'll See

This live demonstration showcases an AI-powered complaint routing agent that integrates SurveyMonkey survey responses with Twilio messaging to create an end-to-end complaint management workflow. The automation uses AI to automatically classify incoming customer feedback into three severity levels: Normal, Complaint, or Critical. This intelligent classification eliminates the need for manual review of every submission, allowing teams to focus their attention where it matters most.

Key capabilities covered:

  • AI-based sentiment analysis and severity classification of survey responses
  • Human-in-the-loop approval workflows for critical complaints to ensure governance
  • Real-time SMS alerting to stakeholders via Twilio for urgent issues
  • Integration patterns between survey platforms and communication channels
  • Best practices for balancing automation with human oversight

The solution demonstrates how agentic automation can significantly reduce manual review effort while actually improving response quality. By automatically escalating only the most critical complaints through an approval process, teams can respond faster to high-impact customer issues without getting overwhelmed by routine feedback. This controlled decision-making approach ensures that critical complaints receive immediate attention while maintaining appropriate governance standards.

Who Should Attend

This session is ideal for automation developers, customer experience professionals, and business analysts looking to improve complaint handling processes. Whether you're working in customer service, operations, or quality management, you'll gain practical insights into building intelligent routing systems that enhance customer experience through timely escalation and automated triage.

The demonstration uses the Automation Anywhere platform with SurveyMonkey and Twilio integrations, making it particularly valuable for teams already using or evaluating these tools for customer feedback management.

Duration: 1 hour

Format: Online dem

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