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AI agent · Customer Service

Smart Customer Request Handling

See how the handling of requests, complaints and claims is evolving in organizations with AI agents.

  • Prebuilt agent Ready to use, we do not start from scratch.We start from an agent prepared for this process and configure it with your rules, your systems and your way of working.
  • Best practices Built in from day one.The agent's instructions incorporate the process practices we have applied when automating it in different organizations.
  • Configured by experts Functional and technology consultants.Specialized consultants support the configuration, integration, testing and go-live of the agent in your operation.
  • Agent platform Workforce AI.The agent runs on Workforce AI, GIITIC's own platform that centralizes security, permissions, audit, usage and administration of all your agents.
  • Process experience Processes + technology + enterprise software.Behind every agent are years of experience implementing enterprise software and automating processes in companies across Latin America.
  • GIITIC software ecosystem The tools the agent needs.We integrate with your current systems and, if you are missing one, the GIITIC ecosystem provides the modules the agent needs to query and act.
Let's talk about your processSee how the process changes
The current challenge

How it is done today, and why it is no longer enough

Only 14% of service issues are fully resolved through self-service, according to a Gartner survey of 5,728 customers (2024). The rest usually reach your team as requests, complaints and claims that someone has to read, classify, investigate and answer on time.

  • Requests from every channel
  • Manual classification
  • Deadlines at risk
  • Scattered information
  • Inconsistent answers
  • No visibility
Meet your agent

Smart Customer Request Handling agent

Smart Customer Request Handling agent, an artificial intelligence agent

I'm an artificial intelligence agent trained by experts, ready to use and built with best practices. I am here to receive every request, complaint, claim or suggestion sent to you, understand what the customer needs, classify it and answer it with your procedures and the information in your systems, within the deadline. Anything that requires a decision or falls outside your policies, I escalate to you with a proposal.

Prebuilt, but adaptable to each organization.

How I work

  1. I detectEvery requestI receive requests, complaints and claims from email, the web form, chat or the portal as soon as they arrive, and I log them.
  2. I understandWhat the customer asks forI interpret the text and attachments: who they are, what happened, what they are asking for and how urgent it is.
  3. I classifyType, priority and deadlineI identify whether it is a request, complaint, claim or suggestion, its reason, its priority and its deadline.
  4. I analyzeThe facts of the caseI look up the customer’s orders, invoices, deliveries and previous cases in your systems.
  5. I respondAnswer by the bookI write and send the response with your procedure, your tone and verified information.
  6. I escalateDecisions and exceptionsI pass you replacements, compensation, sensitive or out-of-policy cases with my proposal.
  7. I verifyDeadlines and closureI make sure nothing expires, keep a trail and close each case with its supporting documents.
Results

Results you can achieve

of common issues resolved by AI by 2029
80%Projection: agentic AI will resolve 80% of common customer service issues without human intervention.Source: Gartner, Mar 5, 2025
in service operating costs
−30%Reduction in operating costs that Gartner associates with that autonomous resolution by agentic AI (projection for 2029).Source: Gartner, Mar 5, 2025
more cases resolved per hour with AI
+15%Study of 5,172 support agents: generative AI assistance increased cases resolved per hour by 15%, more so for less experienced agents.Source: Brynjolfsson, Li and Raymond, “Generative AI at Work,” Quarterly Journal of Economics, 2025
keep their team and handle more volume
55%Service leaders who keep their staff stable while handling more volume with AI; only 20% reduced it (321 leaders, Oct. 2025).Source: Gartner, Dec 2, 2025

Reference values based on benchmarks and comparable scenarios. Results depend on the characteristics of each operation and are not guaranteed results.

Greater speed, higher quality, lower costs

  • Greater speed

    Automate tasks and connect your information so your team responds sooner and your processes move forward without waiting.

    • Logs and classifies each request as soon as it arrives, including outside business hours
    • Answers frequent requests without waiting for someone to be free
    • Gathers the facts of the case without chasing other departments by email
    • Brings decisions to the person in charge with the information ready to decide

  • Higher quality

    Standardize the work and control every step so your information is reliable and your results are consistent.

    • Applies the same type, priority and deadline to every request
    • Responds with your procedures, your tone and information verified in your systems
    • Tracks expiration dates and alerts you before a deadline is missed
    • Keeps a trail of every request: channel, classification, response and owner

  • Lower costs

    Reduce rework, errors and manual work so your operation delivers more with the same resources.

    • Reduces the manual effort of logging, classifying and answering each request
    • Handles request peaks without overtime or temporary staff
    • Cuts wrong answers, rework and repeated claims
    • Lets your team focus on complex cases and on winning back dissatisfied customers
Before and now

Artificial intelligence in request, complaint and claim handling

Before

  1. 4:30 p.m.MilestoneA claim arrives by email about a product delivered with damage
  2. 4:30 p.m.Lost timeEnd of the workday: the mailbox is checked the next day15 h 30 min
  3. 8:00 a.m. · day 2PersonReads the email, logs the request and classifies it as a claim10 min
  4. 8:10 a.m.Lost timeQueue of requests waiting to be assigned2 h
  5. 10:10 a.m.PersonAssigns the case and forwards the supporting documents to logistics5 min
  6. 10:15 a.m.Lost timeLogistics reviews the delivery and replies the next day22 h
  7. 8:15 a.m. · day 3PersonLooks up the order and the delivery tracking and confirms the damage15 min
  8. 8:30 a.m.PersonWrites the response and proposes the replacement15 min
  9. 8:45 a.m.Lost timeReplacement approval by the service manager3 h
  10. 11:45 a.m.PersonSends the response to the customer and closes the case in the system10 min
  11. 11:55 a.m. · day 3MilestoneClaim answered

Now

  1. 4:30 p.m.MilestoneA claim arrives by email about a product delivered with damage
  2. 4:30 p.m.AgentLogs the claim, identifies the customer and classifies it according to your types and deadline< 1 min
  3. 4:31 p.m.AgentLooks up the order and the delivery tracking and reviews the attached photos< 1 min
  4. 4:32 p.m.AgentBecause the replacement requires approval, escalates the case with its proposed response< 1 min
  5. 4:33 p.m.Lost timeThe service manager finishes their current task30 min
  6. 5:03 p.m.PersonReviews the agent’s proposal and approves the replacement5 min
  7. 5:08 p.m.AgentResponds to the customer, informs logistics and closes the case with a full trail< 1 min
  8. 5:09 p.m.MilestoneClaim answered the same day

Tangible results in your operation

IndicatorBeforeNowFactor
End-to-end cycle time≈ 43 h≈ 39 min×67
Human work time55 min5 min×11
Waiting time42 h 30 min30 min×85
Human intervention100%≈ 40%÷2.5
Team capacity1×≈ 2.5××2.5

Illustrative reference scenario. Times depend on each operation and are validated with your data.

How work evolves

Your team moves from operating to deciding

The capacity the agent frees up goes to analysis, decisions, relationships, exceptions, improvement and innovation.

  1. No more low-value manual tasks

    • Checking mailboxes and forms to log every request
    • Reading and classifying requests, complaints and claims by hand
    • Looking up orders, invoices and previous cases across several systems
    • Chasing other departments by email for answers
    • Writing answers from scratch to repeated requests
    • Tracking deadlines in spreadsheets

  2. The team adds value to the operation

    • Resolve sensitive and complex cases with the context the agent prepares
    • Win back dissatisfied customers with personal attention
    • Analyze the recurring reasons for complaints and claims and their causes
    • Propose improvements to service processes, products and procedures
    • Adjust answers and rules so the agent resolves more cases

  3. Your team's professional growth

    • Complex case specialistHandles sensitive or high-impact claims with the proposal and history the agent prepares.
    • Agent supervisorReviews the quality of the responses, adjusts rules and governs the agent’s knowledge.
    • Voice of the customer analystTurns the reasons behind requests, complaints and claims into improvements in processes, products and service.
Enterprise knowledge

Agents are only as good as the knowledge and context they handle

It is one of the great challenges of enterprise artificial intelligence (AI): an agent without clear rules, reliable data and business context makes mistakes or stops. That is why knowledge is prepared, governed and improved as part of the project.

  • Types of requests, complaints and claims, their reasons and priority levels
  • Response deadlines by type of request, legal and agreed
  • Service procedures and approved responses
  • Policies on exchanges, returns, warranties and compensation

The knowledge this agent handles

  • Responsible departments and assignment and escalation rules
  • History of orders, invoices and cases for each customer
  • Handling of personal data and sensitive cases

60%

of AI projects without AI-ready data will be abandoned through 2026, according to Gartner. Gartner, “Lack of AI-Ready Data Puts AI Projects at Risk,” February 2025

Workforce AI helps you prepare, govern and improve it

  • Instructions prebuilt by experts
  • Process best practices
  • Tools to create and capture knowledge
  • Knowledge management
  • Integration with your current sources
  • Enrichment of existing knowledge
  • Ongoing updates
  • Knowledge governance
  • Continuous learning and improvement
Integration

We integrate with your environment

We connect the agent with virtually any application, API, service or data source in your company, whether GIITIC or third-party systems.

Integrations this agent requires

  • Email and channelsMailboxes, web forms, chat, WhatsApp and other channels your customers use to send their requests.
  • Case system or CRMYour help desk or CRM (Salesforce, Zendesk or other) or GIITIC: case number, status, owner and closure.
  • ERP and operations systemsOrders, invoices, deliveries and warranties from your ERP or other systems to verify the facts of each case.
Artificial intelligence (AI) chip

Your agent, connected to your operation

Base systems for agents

If you do not have the base system, we provide reduced versions of GIITIC modules with the capabilities the agent needs to work.

  • Customer Service for agentsA streamlined version of GIITIC Customer Service: cases, categorization, service deadlines, assignment and traceability.
  • Correspondence for agentsA streamlined version of GIITIC Correspondence: logging and deadline control for requests received through formal channels.
  • Applications and ERP
  • APIs and web services
  • Databases and files
  • MCP (Model Context Protocol), when applicable

An agent needs software tools to query information and carry out actions. Without them, it stays a conversation. That is why we cover both paths: connecting to what you already have or giving you what you are missing.

See GIITIC integrations

95%

of organizations struggle to integrate AI into their existing processes. MuleSoft (Salesforce), Connectivity Benchmark Report 2025, study sponsored with Vanson Bourne and Deloitte Digital

Workforce AI · Central governance platform

Today it is one agent, tomorrow dozens

Every area will add agents working at the same time. Workforce AI is the control center of your digital workforce, not an isolated script.

Explore Workforce AI
  • Agent creation and management
  • Security, identities and permissions
  • Policies and human oversight
  • Traceability and audit
  • Observability, quality and results
  • Models, tokens, usage and costs
  • Continuous updates to new AI models and features
Map of the Americas with the United States, Mexico, Guatemala, El Salvador, Costa Rica, Panama, Dominican Republic, Colombia, Venezuela, Ecuador, Peru, Bolivia, Chile and Argentina connected from Colombia
Our track record

Global experience at your service

Years of experience
15+
Companies in Latin America
850+
Countries
10+
Integrations
100+
ERP and ERP+ modules
40
AI agents
20+
Learn more about usWhy is GIITIC the ideal partner?

Companies that trust GIITIC

Frequently asked questions

Questions about Smart Customer Request Handling

What requests can the artificial intelligence agent handle?
Requests, complaints, claims, suggestions and compliments that arrive by email, web forms, chat or other channels, even with attachments. The channels, the types of request and the responses it can give on its own are confirmed when the project is sized.
What happens with sensitive complaints or those that require a decision?
The agent does not decide replacements, compensation or sensitive cases outside your policies. It escalates them to the responsible person with a summary of the case, the verified facts and a proposed response; that person decides and the agent completes the response and the closure.
How does it help meet response deadlines?
It assigns each request the deadline set by your policies or the regulations that apply to you, tracks its expiration and alerts or escalates before it is missed. You define the deadlines and the alerts.
Do I need GIITIC Customer Service or GIITIC ERP?
No. The agent integrates with your current help desk, CRM or ERP through APIs, services, files or MCP where applicable. If you don’t have the underlying system, we provide agent modules with the capabilities it needs.
How does it adapt to my service procedures?
The agent is prebuilt, but our consultants configure it with your types of requests, complaints and claims, your deadlines, your procedures and approved responses and your escalation rules, and test it with your cases before putting it to work. That is the knowledge it needs; we help you maintain it with the Workforce AI tools.
Who controls what the agent does?
Workforce AI centralizes permissions per agent, human approvals, decision traceability, statuses and errors, auditing and usage control. You define what it answers on its own and what requires approval.
How long does implementation take and how much does it cost?
It depends on your channels, systems, volume and procedures. Starting from a prebuilt agent avoids developing from scratch. First we talk and size the project with you; then we prepare the proposal. We do not publish prices.
What happens to my customer service team?
They stop logging, classifying and chasing answers, and spend their time on complex cases, winning back customers and improving service. The agent expands their capacity; it does not leave them without control.
Next step

Ready to see your agent work in your process?

Let's talk about your operation. A consultant will review your process, your systems and your knowledge, and show you how the agent would work with your rules.

  • Demo of the agent with cases from your process.
  • Review of your systems and the available knowledge.
  • Estimate of the scope and the next step.

Let's talk about your process

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