Customer Feedback Analysis & Routing

Customer Successlow Risk
Complexity 2/5

Analyze feedback, categorize themes, route to owners

Feedback is scattered across calls, surveys, tickets. This agentic workflow analyzes feedback, extracts themes, analyzes sentiment, routes to product/CS/sales, and tracks resolution.

6-10x
Typical ROI
2-3 weeks
Time to Value
Customer Success
Department
Complexity

Agent Architecture

Agent Architecture

Sequential agents process feedback.

Feedback Analyzer

Analyzes customer feedback

Orchestrator Agent

Aggregator

Aggregates feedback

  • •Collect from sources
  • •Normalize
  • •Prepare
Aggregator
Aggregates feedback

Analyzer

Analyzes feedback

  • •Extract themes
  • •Analyze sentiment
  • •Categorize
Analyzer
Analyzes feedback

Router

Routes feedback

  • •Route to owners
  • •Send summary
  • •Track response
Router
Routes feedback
Simple Flow Architecture

Workflow Steps

1

Aggregate feedback

2

Extract themes

3

Analyze sentiment

4

Route to owners

5

Track resolution

6

Report trends

Required Dependencies

CRMSalesforce, HubSpot, Pipedrive

Key Performance Indicators

Click any KPI to view detailed measurement guidance, formulas, and typical ranges.

Governance Controls

Centralized LoggingVisibility
HIGH
Centralized Logging

Capture all agent interactions (prompts, outputs, data sources accessed) in a central, searchable system

Complexity: medium
Agent RegistryVisibility
HIGH
Agent Registry

Central inventory of all agents with metadata: owner, purpose, data sources, risk level, users

Complexity: low

These controls help ensure secure, compliant, and auditable AI operations. High-priority controls are critical for production deployment.

Identified AI Risks

Hallucinations
Hallucinations

AI generating false or fabricated information presented as fact

Stale Information
Stale Information

AI using outdated data that no longer reflects current reality

Source Attribution
Source Attribution

Inability to verify or cite the original sources of AI-generated information

Recording Consent
Recording Consent

Lack of proper consent for recording, storing, or processing user interactions

Third-Party Data Processors
Third-Party Data Processors

Risks associated with external vendors processing sensitive data

These risks should be mitigated through proper governance controls and operational procedures.

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Related AI Tools

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Customer Experience

Deploying AI for customer success? Olakai monitors agent performance and ensures quality across every customer interaction.

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