Platform · Incident
Resolve customer issues faster without losing control, context or the audit trail
Incident is customer case and complaint management software for service teams that need more structure than a shared inbox and more flexibility than a legacy ticketing tool. It brings customer conversations, ownership, SLA commitments, escalation and resolution history into one auditable workflow.
Key capabilities
What Incident helps teams manage
- Customer complaints and service requests
- Transaction disputes and failed-payment enquiries
- Account-access and servicing issues
- Claims, escalations and exception workflows
- Multi-team cases that need clear ownership and handoffs
- Customer conversations arriving through email, chat, WhatsApp and other connected channels
From fragmented conversations to controlled resolution
A complaint rarely stays in one channel or one team. A customer may begin on WhatsApp, follow up by email and then call. Incident keeps the case and its context together so the next person does not have to reconstruct the history from separate tools.
Rules can route cases by type, priority, customer context or operating team. SLA and escalation controls make ageing work visible before it becomes a missed commitment, while the case history provides an evidence trail for operational review and audit.
AI built into the resolution workflow
Agent copilot — drafts on-brand replies, summarizes long threads, recommends relevant knowledge, flags similar past cases and helps categorize and prioritize new work. A writing assistant can improve tone and clarity before a response is sent, while sentiment signals help teams identify conversations that need attention.
OneIQ℠ Conversational across connected channels — can support customer conversations and hand them to a human agent with context when human judgment is required. The objective is not to trap customers in automation; it is to resolve routine needs efficiently and make escalation cleaner.
Automated QA and coaching — can score cases against configured quality rubrics, surface sentiment and compliance signals, and generate coaching recommendations from real customer interactions.
Knowledge improvement — helps identify unanswered or recurring questions that can become draft knowledge content, reducing repeated effort over time.
Governed by design — means AI capabilities can be controlled by role and operating policy so teams can introduce assistance without giving up human oversight.
Why buyers replace disconnected ticketing and complaint workflows
One customer context
Keep the issue, conversation history, ownership, SLA, escalation and resolution trail together rather than making agents search across inboxes and point solutions.
Designed for operational accountability
Managers can see ageing work, breached or at-risk SLAs, escalation patterns and recurring service issues instead of discovering problems only after customers complain again.
Works with proactive engagement and collections
When a service issue should trigger follow-up, Outreach can continue the engagement. When a collections conversation exposes a dispute or service problem, the work can move into Incident with context. Buyers can still start with Incident alone.
Integrates rather than forcing a rip-and-replace
Avant One is intended to work with the systems that already hold customer, account or transaction data. The appropriate integration pattern depends on the client's architecture and use case.
Certified for regulated case management
Avant One is SOC 2 Type II, ISO 27001 and PCI DSS certified, with GDPR, HIPAA and NDPC (NDPA) compliance and native regulatory reporting for CBN, NAICOM and NCC. See the full breakdown on Security, Compliance & Regulatory Reporting or request our compliance documentation.
Common buyer questions
Is Incident a help desk or ticketing system?
It includes the core disciplines buyers expect from case and ticket management — intake, assignment, status, SLA, escalation and history — but is positioned for customer operations where cross-channel context, governed workflows and auditability matter. It can therefore support complaint management, disputes and other structured customer-service cases rather than only generic IT tickets.
Can Incident support complaint management in banking or fintech?
Yes. Incident is designed for structured complaint, dispute and service-resolution workflows with ownership, SLA tracking, escalation and audit history. The exact workflow and regulatory controls should be configured to the institution's policies and obligations.
Does it support WhatsApp customer service?
WhatsApp can be part of the connected customer-engagement experience alongside other supported channels. The goal is to preserve the case context when a conversation moves between channels rather than treating each message stream as a separate customer journey.
Can we start with case management without buying Outreach or Collect?
Yes. Incident can be the initial use case. Outreach and Collect become relevant when the organization wants proactive engagement or structured collections on the same customer context.
Will Avant One replace our core banking, CRM or policy system?
Not necessarily. Incident is the customer-operations and resolution layer. It can integrate with systems of record rather than requiring wholesale replacement.
Who uses Incident?
Customer service, complaints, operations and resolution teams at banks, fintechs, insurers, healthcare providers and other service-heavy organizations that need faster case resolution without losing operational control.
Evaluating this for a small team?
See live chat software for small business and what AI customer service can realistically do for a small business, or start a free trial directly.
See Incident in action
Book a walkthrough with one of our CX platform specialists.