n8n · Power Automate · AI · Spring Boot · Angular
AI-powered omnichannel complaint management
A multi-location consumer brand received complaints in eight places: a web form, social media, CRM surveys, QR forms in stores, three shared mailboxes, Google reviews, the phone and paper. I designed one platform that brings them all into a single ticket inbox.
- n8n captures each channel through webhooks, an IMAP listener and a reviews poller that runs every 15 minutes.
- An AI step decides whether a message is a complaint and assigns a category. Above 80% confidence, the ticket is routed automatically.
- Spring Boot handles tickets, SLAs, JWT roles and real-time alerts; Angular shows KPIs and exports PDF and Excel reports.
- Replies go back through n8n to the same channel the customer used.
My role: solutions architect, process analysis and integration design.