← Back to the fleet FTE-01 · AI Complaints Officer

ComplaintHub

Every complaint, every channel, one audited system of record — live in production today, on $0 infrastructure. The roadmap turns the resolution desk into an autonomous agent.

Production · real customer nandospak.com/cms CX / Case management AI-native 2/5 FTE-fit 4/5

Maturity

LiveServing a national brand

Channels

3+Web · Email · WhatsApp

Audit trail

100%Every action on record

Infra cost

$0Always-Free cloud

What runs today vs. the roadmap

Running today

Verified, in production — demo any of it live.

✦Omnichannel intake — web form, Gmail (OAuth) and a dedicated WhatsApp bridge feed one unified queue.
✦Rule-based routing — deterministic routing by category, subcategory and location to the right owner.
✦SLA auto-close — configurable, time-based auto-resolution triggers.
✦RBAC + 100% audit — role-guarded middleware, HTTP-only sessions, Zod on every input, full system of record.
✦Analytics + $0 deploy — Recharts dashboards, one-command deploy to Oracle Always-Free, self-updating replica.

On the roadmap

The autonomous layer — not shipped, never demoed as live.

◆AI triage agent — classify category, severity, sentiment and route; fall back to today's rules on low confidence.
◆Resolution copilot — drafts responses and next steps from similar resolved cases, with the SLA clock surfaced.
◆CX analyst — reads the stream, flags an emerging issue (a bad batch, a problem location), writes weekly trend briefs.
◆Multi-tenant SaaS + billing — tenant isolation, self-serve onboarding and metering to sell beyond the first customer.

Honesty note: sentiment UI scaffolding exists but isn't wired. Treat triage / copilot / predictive analytics as vision.

The role it replaces

A 24/7 complaints triage desk.

Reading, tagging, routing and first-draft replies across every channel — the always-on grind of a CX/complaints team — running around the clock with human approval before any customer-facing send.

1–2FTEs of triage · ~16–24 hrs/day

The 60-second showcase

live dashboard · nandospak.com/cms

File a complaint via WhatsApp — a customer message lands in the bridge.

Watch it route, track and auto-resolve on the live dashboard — every step on the audit trail.

Roadmap preview (labeled): the AI triage agent classifies category, severity and sentiment in real time before routing.

ComplaintHub is the credibility anchor of the fleet — the one product already live, with a real customer, on infrastructure that costs nothing to run. A clean system of record plus a complete audit trail is the ideal substrate to bolt an agentic layer onto, which is exactly what the roadmap does: turn a proven workflow into an autonomous AI Complaints Officer without betting the deal on AI you can't yet demo.