Managed Agents at Previously $0.06 $0.03/minManaged Agents are Previously $0.06 $0.03/min.

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Complaint handling software that logs every complaint with a case ID.

Hear each complaint out, log what the caller wants, and text them a case reference.

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Log every complaint and give the caller a reference

Customers are heard in full and leave with a case reference your team can act on.

The agent listens to the full story, then asks for the line and dates and checks them against the service record.

Complaint management software that answers the phone

What is complaint handling software for phone calls?

Complaint handling software records each complaint and sends it to the team that responds. This one is a voice agent, because upset customers often skip the form and call. It logs a category and the outcome wanted in your help desk or CRM.

  • Get trips from service record
  • Log the complaint
  • Send confirmation
  • Transfer to a supervisor

How does a complaint management system handle a canceled train?

The agent lets them tell the whole story first, then confirms both cancellations against the service record. It notes the refund request and the question about missing alerts, reads back a case reference and texts it.

My train was canceled twice this week and nobody told me.

I'm sorry, that's a rough week. Which line do you ride, and which days were the cancellations?

The 7:42 on the Harbor line, Tuesday and Thursday.

Will customer complaint software promise a refund?

This agent won't. It records the problem and says a person decides, and it never says who was at fault. Safety and accessibility complaints transfer to a supervisor, and so does anyone who asks for one.

  • Two cancellations, Harbor line4:05
  • Trips found, text confirmation3:20
  • Late trains, no service match2:44

What customer complaint management software should capture

Complaint tracking software is only as useful as what goes into it. These are the parts your customer relations team will notice.

Customer complaint handling software with a reference per call

The COMP number gets read back and sent by text or email, along with when to expect a reply. That alone stops a lot of repeat calls.

Complaint handling management software that sorts as it logs

Service disruption, staff conduct, accessibility, fares or safety, or the categories you use, so each case reaches the team that handles it.

No refund promises and no blame

When a caller demands money on the spot, the agent logs the request and says a person decides. It never rules on fault.

It lets an angry caller finish

A complaint call goes badly when the listener jumps in. Cartesia's speech models tell a pause for breath from the end of the story.

  • $0.03per minute
  • #1on Speech Agent Arena and EVA-Bench
  • 24/7answers every call, at any hour

Doesn't cut in

A long complaint has gaps that aren't the end. The agent waits for the whole story before it asks for the line and the days.

Logs without judging

Pair your LLM with tools that pull trips from the service record, log the complaint and send the confirmation.

Level, never defensive

Go for a library voice that stays even when the caller doesn't, so nobody feels brushed off.

Phone intake next to a web form or a general queue

Teams choosing a complaint handling system usually compare these three ways of taking a complaint. Each one captures a different amount of the story.

Cartesia agentWeb complaint formGeneral support queue
Hears the full storyYes, before asking anythingOnly what fits the boxDepends on how busy the queue is
Checks your recordsThrough your service recordNoUsually
Logs the outcome wantedIn the caller's wordsIf there's a field for itVaries by rep
Gives a case referenceRead back, then texted or emailedUsually by emailSometimes
Puts it right on the spotNo, a person decidesNoA rep may have that authority

See which calls ended with a logged case

Every call is recorded and transcribed. See which complaints were logged with the outcome the caller wants, and which ended without a reference.

Launch an AI complaint handling agent in three steps

Start building

  1. Clone complaint handling

    Set this agent up with your complaint categories, your reply times and the wording for what a person decides.

  2. Connect your case system

    Link your service record and your help desk or CRM through tools you configure, then point your complaint line at the agent.

  3. File a test complaint

    Demand a refund, then report a safety problem. Check the case, the text and the transfer, and go live when all three are right.

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Complaint handling FAQs

What is complaint handling software for phone calls?

Complaint handling software records complaints and sends each one to the team that responds. This one is a voice agent that takes complaint calls. It finds the trip or order, logs the complaint with a category and the outcome the caller wants, and reads back a case reference.

How is AI complaint handling different from customer support?

A support agent fixes the problem on the call. A complaint handling agent records what went wrong and what the caller wants, so the right team can respond.

Can the agent sort complaints into our categories?

Yes. It asks which category fits, such as service disruption, staff conduct, accessibility, fares or safety, and logs the complaint under the category you use.

Does the agent send the caller a confirmation?

Yes. The agent texts or emails the case reference once the complaint is logged.

Will the agent promise a refund or say who was at fault?

No. It says a person decides and when the caller will hear back.

Where does a complaint logged by the agent end up?

In your help desk or CRM, as a case with the category, the outcome wanted and the reference. A webhook can also alert your team for the categories you pick.

Can the agent transfer a caller to a supervisor?

Yes. You list the categories that go to a person, such as safety or accessibility, and the agent transfers those and any caller who asks for a supervisor, with the case already logged.

How much does AI complaint handling software cost?

There's no per-case charge on the agent, which bills by call time. It's $0.03 per minute of call time, so a four-minute complaint is $0.12 in agent time. LLM usage is billed separately, and a Cartesia phone number adds $0.014 per minute, or nothing if you bring your own Twilio account or SIP trunk. The free plan includes $1 of agent calls a month, so you can test the agent before you pay. See pricing.

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