End-to-end autonomous complaints correspondence
Kognify handles the correspondence itself. It reads what the customer is saying, asks the follow-up questions, gathers every piece of data the case needs from the customer and your systems, and then either resolves the complaint outright or hands a complete, orderly file to an employee to finish. Your people pick up only what genuinely needs them — with all the work already done.
The complaint is the easy part. Working it is the job.
A complaint rarely arrives complete. Someone has to read it, write back, ask for the order number, wait, chase the missing detail, dig through the systems, weigh it against policy — then either fix it or write up the case for whoever can. That back-and-forth, repeated across every channel, is where the days and the goodwill disappear.
Kognify works the complaint the way a good handler would.
Kognify takes the case and runs it — it understands the issue, corresponds with the customer to fill the gaps, pulls the records it needs, and works toward a resolution. Only when a human is genuinely required does it stop, and it hands over a case that's already done. Here is the path every complaint takes:
📥 Receive & understand
Takes the complaint from any channel — email, web form, letter, scan, call transcript, chat or social — and works out the real issue, who it concerns, and how serious it is.
💬 Correspond & clarify
Replies to the customer in your voice, asks the right follow-up questions, and gathers any missing detail — a real exchange, not a stock auto-reply.
🔗 Collect & verify
Pulls the order, account, transaction and prior-contact data from your systems and checks it against the claim.
⚖️ Assess against policy
Weighs the complete case against your rules and entitlements — and decides whether it can be resolved within the limits you set.
✅ Resolve or hand over
Closes the case with the customer where it can — or hands an employee an orderly, complete report to finish, with a recommended next step.
End to end — no employee touch
Data gathered, policy applied, customer answered and the case closed — with no staff involvement at all.
The only cases a person sees
Needs a human decision — the employee gets the full correspondence, all collected data and a recommended next step. Nothing left to chase.
Whether it resolves or hands over, the case arrives complete.
Everything Kognify gathers and decides becomes one orderly record. When an employee picks up a case, there is nothing to reconstruct and nothing left to ask the customer.
The complaint, understood
Root issue, product or service involved, category, severity and sentiment, and a plain-language summary of what the customer wants.
The full correspondence
Every message exchanged with the customer, the follow-up questions asked, and the answers and evidence they supplied.
Collected data & recommendation
Matched customer, order, account and transaction records, the policy check, and a recommended next step or the resolution taken.
Configured the way you'd brief a new handler.
No IT consultants, no deployment cycles. Business users define categories, tone of voice, what data to collect and when to hand over — in plain language, and live immediately.
Two-way correspondence
Replies to the customer in your voice, asks for what's missing and follows up — a real exchange, not a stock auto-reply.
Orderly handover reports
When a human is needed, the employee gets the whole case — correspondence, collected data and a recommended next step.
Policy-bound resolution
Resolves within the entitlements and limits you set. Anything outside them stops and goes to a person — never invented.
Natural-language rules
Define categories, what to collect, resolution limits and handover triggers as instructions, not code.
Deadline & SLA tracking
Starts the regulated response clock per case, warns before breach, and keeps a full timeline for every complaint.
Integrates with your stack
CRM, helpdesk, case-management and core systems. Webhook-driven hand-off into your existing workflows.
Auditable by design — every decision traced to its source.
Autonomy without control is a non-starter for regulated customer operations. Every decision Kognify makes is explainable, logged and traceable, on infrastructure that meets EU standards.
Built on an engine already running in production.
Complaint handling runs on the same Kognify understanding layer that processes documents and correspondence live for enterprise clients today — backed by structured onboarding and support, not optimism.
Serving some of the largest companies in Bulgaria.
The same understanding engine, already in production across finance, banking and regulated industries.
As one of Bulgaria's leading courier companies, we process thousands of documents every month. With Kognify, in the very first month of deployment we achieved over 98% successfully processed documents — even while the system was still being tuned. The system independently identifies discrepancies and escalates only genuine exceptions. That gives us confidence without losing control.
See it handle your own complaints.
Send us a sample of real complaints across your channels and we'll show you Kognify correspond, gather the data, and either resolve the case or produce the orderly handover report — each decision traced to its source. Free POC in under 2 weeks; first pilot in production in under a month.