Customer has complained about being billed after canceling their subscription, stating that customer support had previously assured them the issue was resolved. They are now requesting a prompt refund and written confirmation.
Integrate email, CRM, ticketing, chat, forms, and call transcripts, and if desired, remove duplicates, identify language, combine conversations, and censor personal information before reviewing.
Leverage LLM summarization, complaint detection, multi-label categorization, entity extraction, sentiment analysis, and escalation signals to transform unstructured narratives into organized data.
Automatically direct to appropriate queue, generate tickets, recommend optimal steps, and escalate complex cases for human assessment if unsure.
Identify common issues, track key causes, detect irregularities, and incorporate human input for ongoing quality enhancement.
Categorize interactions as complaints/issues or not complaints/feedback, including confidence scores and customizable rationales for review processes.
Pinpoint the specific phrases or sentences that convey dissatisfaction, disagreements over billing, unfulfilled promises, harm, or language indicating escalation.
Create brief and uniform summaries that outline the issues, customer needs, and preceding events.
Categorize each complaint based on Billing, Product Defect, Refund, Delivery, Fraud, or Compliance, along with their respective subcategories and root causes.
Convert organized data fields such as product, order ID, subscription ID, dates, amounts, channel, location, and policy references to JSON format.
Assess urgency, identify escalation triggers, and recommend appropriate owner, queue, priority, and follow-up action for each situation.
Auit AI scans transcripts and messages to distinguish interactions that blend complaint content with general questions or account context, revealing the evidence and meaning without the need for manual review of each line.
Leverage customizable guidelines and certainty levels to determine the automatic routing, activation of standard operating procedures, and escalation to a human reviewer for validation.
We are able to quickly conduct a pilot project using a small sample of complaints, calls, or emails to create an efficient triage and routing system, a complaint classification system that aligns with your business goals, identify common themes and escalation indicators, and provide organized data that can be easily integrated into your existing systems.