Manage comments and complaints from written channels — email, social media, DMs, marketplaces, complaint sites, etc. — end-to-end automatically with Next4biz AI Agent, trained on your documents, website, experience, and web services:
Monitors support inboxes; filters unnecessary or irrelevant emails. Relevant messages are automatically categorized and converted to notifications.
Monitors Q&A fields on marketplaces (Trendyol, Amazon, etc.). Filters irrelevant content; automatically categorizes relevant messages and converts them to notifications.
End-to-end monitoring of Facebook, Instagram, X, and LinkedIn including comments, mentions, and DMs. Filters noise; automatically categorizes relevant content and converts to notifications.
Monitors review platforms like Google, App/Play Store, Trustpilot. Filters irrelevant content; automatically categorizes relevant reviews and converts them to notifications.
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. Even when thousands of messages arrive on campaign days, 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.
Next4biz has a structure that allows us to make the changes we want. Moreover, it's a local product. We decided to use Next4biz to be able to track our customers' history, facilitate communication between internal departments, and be able to stay with the customer until their ticket is resolved.
Operations Manager / Banking
We went through an adaptation process consisting of 2 parts. While we, as the business team, designed the category tree, interfaces, and processes needed for ticket management by leveraging the Next4biz team's experiences for each of our business channels, the technical teams integrated all our systems.
Customer Experience Director / Insurance
Next4biz's experience especially in e-commerce, being a process-based system, and providing the opportunity to manage marketing, sales, and after-sales services as a whole was our most important reason for preference.
Customer Service Manager / Retail