Intelligent Complaint Classification

AI ↔ AI

NLP intake, sentiment analysis, category classification, priority scoring, and routing.

5 nodes · 5 edgescustomer-service

agentsystem

Visual

NLP Intake Agentagent

Extract structured fields from free-text complaint: entities, dates, product references.

↓parallel→ Sentiment Analysis Agent

↓parallel→ Category Classifier Agent

Sentiment Analysis Agentagent

Score customer emotion: frustration level, urgency cues, churn risk.

↓sequential→ Priority Scoring Agent

Category Classifier Agentagent

Assign complaint to taxonomy: product defect, service failure, billing error, policy dispute.

↓parallel→ Priority Scoring Agent

Priority Scoring Agentagent

Compute priority score from sentiment, customer LTV, SLA deadlines, and category severity.

↓sequential→ Route to Department

Route to Departmentsystem

Push classified ticket to the correct department queue with full context attached.

Open in Editor

uc-complaint-classification.osop.yaml

osop_version: "1.0"
id: "complaint-classification"
name: "Intelligent Complaint Classification"
description: "NLP intake, sentiment analysis, category classification, priority scoring, and routing."

nodes:
  - id: "nlp_intake"
    type: "agent"
    subtype: "llm"
    name: "NLP Intake Agent"
    description: "Extract structured fields from free-text complaint: entities, dates, product references."

  - id: "sentiment"
    type: "agent"
    subtype: "llm"
    name: "Sentiment Analysis Agent"
    description: "Score customer emotion: frustration level, urgency cues, churn risk."

  - id: "categorize"
    type: "agent"
    subtype: "llm"
    name: "Category Classifier Agent"
    description: "Assign complaint to taxonomy: product defect, service failure, billing error, policy dispute."

  - id: "priority"
    type: "agent"
    subtype: "llm"
    name: "Priority Scoring Agent"
    description: "Compute priority score from sentiment, customer LTV, SLA deadlines, and category severity."

  - id: "route"
    type: "system"
    name: "Route to Department"
    description: "Push classified ticket to the correct department queue with full context attached."

edges:
  - from: "nlp_intake"
    to: "sentiment"
    mode: "parallel"
  - from: "nlp_intake"
    to: "categorize"
    mode: "parallel"
  - from: "sentiment"
    to: "priority"
    mode: "sequential"
  - from: "categorize"
    to: "priority"
    mode: "parallel"
  - from: "priority"
    to: "route"
    mode: "sequential"

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