Customer Service & Support
Multi-channel complaints, automatic routing to the right unit, SLA monitored.
Liona unifies complaints from WhatsApp, web chat, and Instagram into one inbox. Chat AI classifies and routes to the correct unit. Workflow tracks SLA from intake to resolution.
Built on LionaCX →
All use casesThe problem
Complaints scattered, manual routing slow, SLA untracked.
- Complaints come from many channels, must be read and classified manually.
- Manual routing to the relevant unit is slow and inaccurate.
- No SLA tracking from intake to resolution.
- Customers don't know their complaint status, must follow up manually.
How it works
- 1
Complaint arrives
Complaints from WhatsApp, web chat, or Instagram enter one inbox.
- 2
AI classifies & routes
Chat AI classifies category and priority, AI Assignment routes to the right unit.
- 3
Unit handles & resolves
The relevant unit handles the complaint, Workflow tracks SLA, updates status to customer.
- 4
Monitor SLA & feedback
SLA dashboard tracks resolution time, customer gives feedback after resolution.
In use
Real deployments related to this use case.
Questions
Can customers check their complaint status themselves?
Yes, customers can check status via WhatsApp by mentioning the ticket number. Additionally, the system sends automatic notifications whenever there's a status update, so customers don't need to follow up manually.
What if the AI routes a complaint to the wrong unit?
The receiving unit can re-route to the correct unit via the dashboard. The system learns from these corrections to improve routing accuracy in the future. Admin teams can also override routing manually if needed.