# Classify issue, proof, goodwill gesture and reply

The shop responds consistently without leaving a sensitive message hanging for three days.

- **Page** : https://bruno.incwo.com/en/use-cases/suivre-reclamations-commerce-local
- **Secteurs** : Local shops, Hospitality
- **Fonctions** : Customer success, Ops, Sales

## The situation
Complaints arrive at the counter, through reviews, email or social channels, mixing bad experience, product, refund and tone.

## What you want
I want to answer quickly and fairly without offering a random goodwill gesture.

## A plain AI chat
An AI chat drafts a polite reply, but it does not see purchase, history, proof, internal rule and reputation risk.

## With Bruno
Bruno prepares the complaint file, proposes an adapted reply and flags cases needing owner approval.

## Agents involved
- Complaint agent
- Purchase proof agent
- Customer reply agent

## Deliverables
- Complaint file
- Reply to approve
- Suggested gesture
- Reputation follow-up

## Gains
- Fewer scattered calls and improvised callbacks
- Steadier service with the same small team