Customer Complaint Routing Agent - SurveyMonkey and Twilio

In this session, Akbar Shaik our Community Captain from Novatio Solutions shares this agentic automation that monitors customer feedback submitted through online surveys and uses AI to classify complaint severity as Normal, Complaint, or Critical. Critical complaints are routed through a human-in-the-loop approval step to ensure governance, and once approved, real-time SMS alerts are sent to stakeholders using Twilio. The solution reduces manual review effort, enables faster response to high-impact issues, and improves overall customer experience through timely escalation and controlled decision-making.