Complaint management involves collecting reports from different channels, understanding their content, setting priorities and promptly assigning them to the right people. An Artificial Intelligence-based portal can automate complaint classification and routing, analyse urgency and sentiment, and provide the operator with a case summary and a draft response to review. Automating repetitive tasks allows human effort to focus on cases that need more attention and on the quality of the customer relationship.
Emails, forms and other support channels can generate a highly varied stream of reports. Before a complaint can be resolved, its nature must be understood, responsibility assigned and its priority assessed.
When classification and routing are performed manually, the time needed to take ownership of a complaint depends on the operators’ ability to analyse each individual case. The most critical situations may therefore come to light late, potentially affecting SLA compliance and the customer relationship.
Artificial Intelligence can assist in the initial stages of the process by automatically analysing reports and providing operators with the information they need to handle them.
Methodological Approach
Step 1 — Automatic Classification and Routing
The system analyses the content of the complaint and assigns it to the categories defined by the organisation.
Based on the information identified, the report can be automatically routed to the appropriate team or operator, reducing the manual work needed to distribute cases.
Step 2 — Urgency and Sentiment Analysis
The AI analyses the report to identify factors that help determine its priority, also taking into account the sentiment expressed by the customer.
Cases with more critical characteristics can thus be brought to operators’ attention more quickly.
Step 3 — Support for Complaint Handling
For each case, the system can produce a summary of the relevant information and prepare a draft response.
The operator remains in control of the communication: they can review the proposed content, edit it and decide which response to send.
Processing can also be implemented on customer-owned servers, adapting the architecture to the organisation’s infrastructure and data management requirements.
Results
Priority for the Most Critical Cases
Automatic analysis of reports helps promptly identify complaints that require closer attention.
Faster Initial Handling
Automatic classification and routing reduce the preliminary steps needed before a case reaches the appropriate operator.
Greater Operator Efficiency
Summaries and draft responses reduce repetitive work and allow operators to focus on assessing and resolving the problem.
Better Customer Relationship Management
More timely handling and greater access to context help the operator manage the complaint with a better understanding of the situation, preserving the quality of the customer relationship.
