Complaint and request management for banking
Next4biz CSM is an omnichannel, workflow-based and AI-powered enterprise customer service management solution.
Next4biz is built for regulated industries and is already deployed in the German banking sector, including KT Bank AG, a BaFin-licensed institution. Our platform is hosted in a Germany (Frankfurt) Microsoft Azure Data Center with full EU data residency.
AI understands, classifies and answers. It starts the required workflow itself.
One unified banking experience across every channel
Next4biz CSM is more than a simple ticketing or helpdesk tool; it is an AI-powered, omnichannel, end-to-end customer service solution. It consolidates all communication channels — call center, email, live chat, in-app chat, WhatsApp, social media, complaint platforms, AppStore, Play Store, and review sites — into a single, unified experience. In banking, requests from online and mobile banking, the call center, WhatsApp, email, social media and review sites come together in the same customer record.
All channels share a unified customer profile and conversation history. When a customer moves from chat or email to phone, every agent sees the complete journey. No repetition, no lost context, no fragmented experience. The interaction feels seamless, as if there were only one channel. Customers are recognized across all channels. Agents have access to comprehensive customer data. They are also provided with sentiment analysis for customer satisfaction scores and previous tickets.
Omnichannel Call Center Demo
Next4biz recognizes the caller from the number, pulls context from your systems through APIs, and brings the full cross-channel history to the agent screen — before the call is even answered.
Next4biz works with cloud or traditional call centers that support CTI. It recognizes the customer from the caller number, queries existing systems through APIs and brings the necessary information, together with the customer's history across other channels, to the agent screen. The agent can see the customer and issue context before the call is even answered.
Issue Intelligence guides the call center agent during the conversation. It helps collect the right information, categorize the issue accurately and transfer it to the relevant workflow.
The Supervisor Bot answers call center agents' questions and provides guidance based on the organization's knowledge, procedures and past experience.
Live Chat, In-App Chat & WhatsApp
Embed Next4biz live chat into your website, online banking and mobile apps — and manage WhatsApp in the same place. The AI Chatbot resolves issues end-to-end, in the same channel.
Next4biz instant-messaging interfaces can be embedded into websites and web applications. In e-commerce, online banking, self-service portals and similar digital experiences, customers can get support directly through live chat inside the application. The same live-chat infrastructure can also be integrated into mobile apps.
Customer conversations coming from WhatsApp can be managed in the same structure. Through APIs, the system works with your existing applications, CRM, ERP and other enterprise systems.
The AI Chatbot can handle conversations from live chat and WhatsApp, retrieve the necessary information from connected systems, resolve the issue and respond to the customer in the same channel.
Written Channels
Social media, complaint & review platforms, app stores, email and your own web/mobile apps — monitored, managed and answered from one place. The AI Agent filters noise, classifies, resolves what it can, and routes the rest to a workflow.
Social media: Next4biz integrates with your social profiles, monitors comments and messages, and brings them into Next4biz screens. Track, manage and respond from a single place; replies are published back to the relevant channel. The AI Agent can produce an automated resolution and respond, or send the issue to Issue Intelligence for categorization, prioritization and routing.
Review & complaint platforms: Next4biz integrates with platforms such as Şikayetvar and Trustpilot, app stores (Google Play, Apple App Store) and Google Business Profile reviews. The AI Agent first evaluates content for relevance — filtering out emojis or contextless content — then identifies the issue type (request, complaint, thanks, suggestion) and priority, queries existing systems through APIs, and can respond in the relevant channel.
Email: When the email addresses you use to collect customer issues are defined in Next4biz, incoming messages are brought into Next4biz screens and answered through the email channel from a single place. The AI Agent evaluates relevance, determines type and priority, analyzes content, queries systems through APIs and can respond by email.
Web & mobile applications: Customer issues submitted through your web or mobile apps integrate with Next4biz — tracked, answered and resolved in Next4biz screens. The AI Agent analyzes, can produce automated resolutions, or routes to the right workflow.
PRIME: Filter First, Then Prioritize
The first step of AI support on written channels is triage. PRIME — Priority Ranking & Interaction Management Engine — listens to all written channels and decides whether each incoming item is a genuine customer ticket that needs handling, and how urgent it is.
Emojis, short contextless content, irrelevant messages from automated mailing lists and misrouted emails are filtered out at the gate or marked as low priority. Teams work on real tickets instead of noise.
Every valid message gets a type — complaint, request, information, thanks or spam — and an operational priority based on the tone, topic and impact of the content. Rule-based features, a transformer sentiment model and LLM context evaluation are fused into a single decision, each produced with a confidence score.
Self Service
Offer self-service through your website, mobile app or customer portal — customers create and track tickets, search answers through bots, and browse your knowledge base.
Next4biz Self Service lets customers create tickets, track tickets they submitted through any channel, search for answers through bots and browse your knowledge base — from your website, mobile app or customer portal.
When the AI Agent is integrated, it analyzes issues from self-service channels, can produce automated resolutions when appropriate and respond to the customer. If the issue cannot be resolved automatically or requires a workflow, it sends it to Issue Intelligence; the issue is then categorized, prioritized and routed to the right workflow.
Workflows, SLAs and escalation for banking requests
Category tree, forms & workflows
Next4biz provides no-code configurable workflows, service level, and escalation management capabilities. If cases received from any channel cannot be resolved at the first contact, they are routed to workflows defined for the corresponding category. Using no-code editors, workflows can be extended with as many steps as needed, and these steps can be sequenced. Each category — fee disputes, card blocks, chargebacks, term deposit breakage fees or missing loan documents — opens its own form and workflow.
For each step, responsible groups or individuals can be assigned. Time limits can be defined, along with alert messages to be sent as deadlines approach and escalation actions to be triggered when deadlines are exceeded. Tasks for each step, forms to collect required data and documents, and checklists for quality assurance can all be defined through no-code configuration. Business rules can determine how tasks are distributed among responsible staff.
Conditional routing between steps is also possible — for example, directing VIP customers to a different path. Service levels can be monitored per step as well as for the entire workflow. Workflows are a built-in feature of the product, and authorized personnel can view previous actions taken at each stage. Managers can track which stage each case is in, which steps are delayed, and, if appropriate, even share a summarized history with the customer during the resolution process.
Authorized users have access to customer data, including order and product details, and a complete history of tickets across all communication channels, departments, and involved parties, regardless of the issue's origin. They are also provided with sentiment analysis for customer satisfaction scores and previous tickets.
How It Feels in Practice
A real banking workflow example — from intake to resolution and prevention.
Example: "Fee Dispute" category workflow
- 1
Case enters the category
The ticket enters Wire/EFT › Fee Dispute; the right form opens and the required data is collected up front (account, EFT transaction, fee charged, refund request, channel).
- 2
Workflow starts
Customer Service checks the request and account in 22 minutes (SLA 1 h). The commitment and fee schedule check is assigned to Operations with a 4-hour SLA.
- 3
SLA breached, escalation starts
Operations is warned an hour before the deadline; once the 4-hour SLA is breached, the case escalates to the Team Lead with full context (+1 h), then to the Director if still unresolved (+2 h). The Team Lead completes the check in 40 minutes: the salary commitment had expired.
- 4
Resolution & closure
Accounting refunds the ₺28.50 fee to the account and the customer is notified by SMS. Checklists confirm every step; the case closes with a reason code and metrics in 5 hours 43 minutes.
- 5
Prevention & analytics
Data flows into category dashboards and root-cause reports (a salary commitment that was not renewed). Detected patterns trigger CAPA (corrective/preventive) actions to prevent recurrence — fixing the problem, not just answering tickets.
Automatic classification and routing for banking tickets
Issue Intelligence analyzes every ticket from every channel, determines its category and starts the relevant workflow. Noise on written channels is filtered out by PRIME before it reaches this stage.
Using what it has learned from past tickets and established categories, it automatically categorizes tickets. This works seamlessly across all channels — email, live chat, WhatsApp, social media, review platforms, marketplaces, phone calls and self-service portals.
It uses advanced content analysis to ensure consistent classification across all touchpoints, significantly reducing manual categorization effort and minimizing operational errors. The same intelligent categorization logic is applied regardless of where the inquiry originates — streamlining routing, improving response efficiency, and ensuring each ticket reaches the right team with the correct priority and context. For a bank, this means an EFT fee dispute or a card complaint lands in the same category and the same team, whichever channel it comes from.
Issue Intelligence in the Call Center
Categorizes
Using historical issues and built-in categories, it automatically determines the issue type, topic and context.
Routes
Intelligent classification simplifies routing, improves response efficiency and helps every issue reach the right team.
Stays Consistent
Even when the channel changes, the same categorization logic applies — reducing manual effort and operational errors.
Issue Intelligence across written channels
The same engine categorizes and routes every incoming message — email, social media, reviews and marketplaces — into the right workflow.
The same intelligence across every channel
No matter where the customer issue comes from, the system applies the same classification principles with advanced content analysis. This creates a shared, learning and consistent categorization layer instead of different interpretations by different teams.
Compliance-ready reporting, on the same platform
Because Next4biz is the system of record, the data and metadata required for regulatory reporting already live in the schema — ready to query and export.
Next4biz generates compliance exports through its reporting capability and BI integration. Because the platform serves as the system of record, all required regulatory data points and metadata are already resident within the database schema, allowing for direct querying and extraction.
For reporting and analytics, Next4biz provides BI integration: tools such as Power BI, Tableau and Qlik are fed through ready-to-use APIs, so reporting and dashboard needs are met in the bank’s own BI environment.
From banking complaints to insight
AI analyzers in Next4biz CSM do more than record customer issues; they turn those issues into meaningful data, summaries, forecasts and actionable insights. For a bank, this means seeing which root causes lie behind complaints that pile up around card delivery, fees and annual charges.
Sentiment Analysis
Evaluates expressions in incoming issues and assigns sentiment labels — happy, unhappy or neutral — for use in filters, reports and CX analyses.
Churn Analysis
Uses sentiment across all of a customer's issues to produce a five-level satisfaction score — identifying churn risk early and triggering automated actions.
Issue Forecast
Predicts how many issues may arrive in each category in the coming period — helping teams plan resources and spot rising volume.
Issue Summary
Summarizes the complete history of an issue, from customer communication to actions taken by internal teams within the workflow.
InsightX (Summarization Services)
How is your customer service doing? InsightX reviews the tickets in the categories you select, or across all of customer service, for the date range you set, using the AI summarization service, and answers that question.
- Your core problems and the most prominent customer dissatisfaction
- How the problems are distributed by theme, and their root causes
- Where to start, and which easy wins are within reach
Regional hosting, full data residency, certified
Next4biz CSM is hosted and operated in the data center the customer chooses — the European Union, the United Kingdom, the United States or Türkiye. Personal data is stored and processed without leaving the relevant region, so the solution is inherently aligned with regulations such as GDPR and KVKK, as well as general and sector-specific regulations in Germany and Türkiye.
Data Centers
EU · UK · USA · Türkiye — data stays in the region you choose.
Security Frameworks
Information Security Framework, Data Privacy & Independent Audits, Data Retention & Destruction, Business Continuity.
KVKK & GDPR
GDPR Compliance, Local Data Residency, KVKK Commitment and Privacy Notice.
Certificates
Independently audited ISO/IEC 27001, 27701, 22301, 10002, 9001 and BS 10012.
Business users build it — no IT dependency
Next4biz CSM is a completely no-code platform (except for integrations). Visual design editors let business users customize workflows, forms, scripts and templates. With minimal training, staff who can document their work can design or modify processes — changes show up in the product immediately.
Category Tree
Define categories and subcategories; assign responsible groups, workflows and forms.
Workflows, SLAs & Escalations
Design category-specific workflows with no-code editors; define SLA targets and escalations.
Forms
Design category-specific interfaces — forms, data fields and form rules.
Business Rules
Define if/then rules for routing, approvals, notifications and triggers.
Agent Scenarios
Guide agents through structured, consistent, category-specific interactions.
Guided Bot Scenarios
Resolve frequent requests through menus; route free-text requests outside the menus to an LLM bot, or to a live agent when needed.
Message Templates
Ready-to-use email and chat templates so teams respond with consistent language.
Reporting & Analytics
Track volume, SLA compliance and team performance; spot improvement opportunities.
Connected to your core, without touching no-code flexibility
Next4biz exposes APIs and webhooks for programmatic data exchange (reference docs at developers.next4biz.com), with native pre-configured connectors, and broker support such as Apache Kafka and RabbitMQ for decoupled architectures. An internal inventory layer stores integrated data so your no-code customization stays independent of integration concerns. For banks, this means account and transaction data reaching the request screen from banking systems.
Next4biz supports bi-directional data exchange both for custom applications and for third-party systems where pre-configured connectors are unavailable. It uses an internal repository — an "inventory" — to store and process integrated customer and other relevant data. This inventory is the foundation for all interfaces, business rules, checklists and other objects used in omnichannel communication and resolution workflows. Integrations are activated as needed, always interacting through these inventory layers, so the no-code architecture and flexibility remain unaffected by potential integration issues.
Communication Channels
Native omnichannel connectivity for live chat, WhatsApp, email, call centers, social media, review platforms and marketplaces.
SSO, LDAP & Provisioning
SSO (SAML 2.0 / OAuth2 / OpenID Connect), LDAP/Active Directory, optional SCIM provisioning for user & group sync.
Core Systems
Bi-directional REST APIs & webhooks. Sync customers, accounts, transactions, requests, policies and orders for live context.
Embeddable Components
Embed reusable iFrame/JS components (self-service, notifications, chat) into your portals and apps — quickly and securely.
BI & Analytics
BI integration: ready-to-use APIs for Power BI, Tableau and Qlik.
Mobile & Web SDKs
SDKs and ready UI components for in-app self-service and chat — the same experience across web and mobile.
What Our Customers Say
We can ensure that actions are taken on time within SLAs.
Thanks to the product's escalation feature, we can track this easily. We can ensure that actions are taken on time within SLAs determined with departments. From the reports we receive from Next4biz, we can easily detect how many tickets are waiting in which department and where we need to speed up.
With Next4biz, we can do things quickly without IT intervention.
We can have titles that constantly need to change with new products, topics, and processes. With Next4biz, we can do things quickly without IT intervention. We can design our needs and implement them immediately.
Especially inter-departmental communication has been facilitated.
Especially inter-departmental communication has been facilitated. Thanks to detailed reporting, we can track each unit and each topic in detail.
Frequently Asked Questions About Complaint and Request Management for Banks
How banking channels come together on one screen, how fee disputes and similar requests move through workflows, public complaints, the call center and data residency.
Which banking channels come together on one screen?
Online and mobile banking, the call center, live chat, WhatsApp, email, social media, review sites and app store reviews come together on one screen. When a customer switches channels, their history stays in the same record; the agent sees previous tickets, the satisfaction score and sentiment analysis on the same screen.
How do banking requests such as fee disputes or card blocks move forward?
Each request opens its own form by category, and account and transaction details are collected up front. A workflow then moves step by step through the relevant teams, such as operations and accounting. Every step has its own SLA; if it is breached, the ticket escalates with full context to the team lead, then to the director. Workflow example →
How are banking complaints on review sites and social media handled?
PRIME listens to these channels, filters out noise and assigns a type and priority to genuine complaints. The AI Agent answers what it can in the same channel; what it cannot, Issue Intelligence categorizes and sends to a workflow. Account or ticket numbers are never shared in public; the customer is invited to a direct message or a secure channel. How PRIME works →
How does a call center agent recognize a banking customer who calls?
Next4biz works with CTI-enabled call centers: it recognizes the caller by phone number, pulls account and transaction context through APIs and brings it to the agent screen together with the history from other channels. During the call, Issue Intelligence helps set the category and the Supervisor Bot guides the agent on procedure questions.
Where is a bank’s data hosted, and can Next4biz run on-premises?
The bank chooses the data center: the European Union, the United Kingdom, the United States or Türkiye. Personal data is stored and processed without leaving that region, in line with regulations such as GDPR and KVKK. Institutions that prefer can run Next4biz on their own systems under an on-premises license. Security and compliance →