Consumer opinion on marketplaces
- Challenge
- Thousands of marketplace reviews with no structured reading.
- What we did
- Review collection, a sentiment model and an indicator dashboard by store and SKU.
Delivery
← All areas
Customer service
Your customer’s issue solved in the first conversation
Agents understand the request, check the systems and handle cancellations, exchanges and document copies on any channel. Sensitive cases reach the specialist with the history ready.
For decision-makers: Heads of customer service, customer experience and operations
Processes the operation takes on
Agents handle the volume. People on your team, or Semantix specialists, decide the exceptions.
Orders, exchanges and cancellations
- Agents
- Find the order, apply the policy and carry out the exchange or cancellation.
- People decide
- Policy exceptions and high-value customers.
- You measure
- First-contact resolution
Document copies and account updates
- Agents
- Update records, issue invoices and documents and confirm with the customer.
- People decide
- Changes that require identity checks.
- You measure
- Handling time
Complaints
- Agents
- Classify the complaint, gather the history and propose a solution.
- People decide
- Refunds and ombudsman cases.
- You measure
- Response time
After-sales and warranty
- Agents
- Check the warranty, open the service order and follow it through.
- People decide
- Technical reports and out-of-warranty cases.
- You measure
- Reopened cases
One case from start to finish
Illustrative example
The case: A customer asks to cancel an order that has already been invoiced
Agents execute
They find the order, see it has not left the warehouse and prepare the cancellation and refund.
The specialist decides
Because it is a high-value customer, the specialist offers an alternative before closing.
Result
Customer served in minutes, with the reason recorded.
The operation learns
The accepted alternative becomes a rule for similar customers.
Systems usually involved
- Salesforce
- Freshworks
- Genesys
- WhatsApp and chat
- ERP and inventory
The connection builds on the systems you already have, including the oldest ones.
Governance in your area
Customer data protected
Personal data masked, consent respected and every answer recorded, in line with the LGPD and your industry’s rules.
Three ways to use it
The same technology, the way your company prefers
You choose who operates. The platform, the governance and the learning context are the same.
- 01
For those who want the result without building a team
Semantix runs it for you
Our agents and specialists run the process end to end, with the result in the contract. This is how we run our clients’ IT and business processes.
How to engage - 02
For a project in a specific area
Semantix builds it, your team follows along
We run the assessment, choose with you the processes worth turning into agents and put the operation into production in your company.
How we choose the first process - 03
For those who want autonomy
Your team builds on the platform
Your team creates its own workflows in the Semantix AI Suite Studio, in your company’s environment, with the platform’s governance and Semantix’s support.
Two ways to build