Care-Pilot AI Complaint Resolver
CarePilot is an AI-powered customer service co-pilot designed to simplify and accelerate complaint resolution across channels. It automatically reads customer messages, extracts key issues, drafts accurate responses, and creates or updates tickets through CRM integrations. Powered by multi-agent orchestration, CarePilot reduces manual workload, eliminates misrouting, and ensures consistent, high-quality resolutions. Users get faster responses, brands gain improved efficiency, and support teams save hours of repetitive effort. With intelligent tracking, sentiment analysis, and workflow automation, CarePilot transforms customer service from reactive problem-solving to proactive experience delivery—making complaints easier to handle and customer satisfaction easier to achieve. It leverages IBM Orchestrate to build intelligent agents capable of integrating with Gmail APIs and performing NLB operations on incoming complaint emails. The solution enables deployment of multiple agents and establishes a multi-agent orchestration layer that facilitates seamless interaction between customers and the company.
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"Great idea and good presentation. This solution can become an unified place to resolve customer requests. While this agentic AI solution is good at responding to customers, scalability is a big challenge to integrate with any employer and any platform. Building agents to search for external websites when MCP integration is not available, and to automatically fill in the customer request information could be a way to scale the product. While resolving the customer request relies on the efficiency of the company, the metrics for success of your product should be around Consistency, Connectivity and Number of Follow-Ups."
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Hari Kanagala
Group Product Manager AI
For Innovators & Creators