MAIA Feedbacks - How to qualify items based on clients' feedbacks ?

What is MAIA Feedbacks ?

MAIA Feedbacks is a generative artificial intelligence that assists the collector in items qualification, based on thecomments submitted by customers via interactive emails.
Thanks to MAIA, you can save time customers replies analysis, while keeping control over validation.

What MAIA Feedbacks offers:

When a customer responds via the interactive email, MAIA Feedbacks automatically offers you:

• A reformulated synthesis of the customer feedback, to extract the essentials points
  
• A qualification of the concerned items, with:
  
  • A type of status (e.g. disputes, on going…)
    
  • A precise status (e.g. price dispute, delivery dispute…)

How to use MAIA Feedbacks ?

You can view customer replies and use MAIA Feedbacks from :

• Collection tab, Replies & comments tab:
  
  
  
  
  
• The Customer page :
  
  

Validate the comments and qualify the items

From the Collection tab, Replies & comments tab, or directly from the customer page, you can view the reply sent by the customer via its interactive email.

1. Click on the « Validate and qualify » button
   
2. A new window opens, allowing you to:
   • Read the complete comments submitted by the customer
   • View the concerned items list
   
   
   
   
    
3. Check the information displayed carefully:
   • The proposed qualification (type of status and status) and correct the items qualifications if it does not correspond to the actual situation
   • The automatic rewording proposed by MAIA and modify the reformulated comment if needed
   
   
   
   
    
4. Once the points are confirmed, click on Next

Once validated, the reply will be recorded on the concerned items, and the reformulated comment will be visible on the customer's account statement.

Create an out-of-scenario action after qualification

Once the qualification is validated, it is possible to create a specific action (outside of the reminder scenario) to ensure appropriate follow-up according to the applied status.
For example, you can trigger a targeted reminder, create an internal task, or plan a dispute follow-up depending on the customer's comment and the selected qualification.

Based on the status applied to the items, a specific action model and a follow-up date can be automatically suggested.
These elements remain editable and customizable to adapt the content and timing to the customer's context.

Just validate the comment

If you do not want to qualify the items immediately:

1. Click on Valid this reply
   
   


2. The reworded comment will be visible in the customer's account statement
3. The items remain unqualified
   
   

→ For more informations:

What are the interactive emails and how to activate them?

Why and how to qualify items (invoices, credit notes...)?