Customer reports continued billing after cancellation, says support previously confirmed the issue was fixed, and requests an immediate refund plus written confirmation.
Connect email, CRM, ticketing, chat, forms, and call transcripts. Optionally deduplicate, detect language, stitch threads, and redact PII before analysis.
Use LLM summarization, complaint detection, multi-label categorization, entity extraction, sentiment, and escalation signals to convert narrative into structure.
Auto-route to the right queue, create tickets, suggest next-best actions, and send edge cases to human review when confidence is low.
Cluster similar complaints into themes, monitor top drivers, alert on anomalies, and use human feedback to continuously improve quality.
Classify interactions as complaint vs not-a-complaint, with confidence scores and configurable reasoning for review workflows.
Identify the exact lines or sentences that express dissatisfaction, billing disputes, broken promises, harm, or escalation language.
Produce concise and consistent summaries that capture what went wrong, what the customer wants, and what happened before.
Map each complaint to category, subcategory, and root cause taxonomy such as Billing, Product Defect, Refund, Delivery, Fraud, or Compliance.
Extract structured fields like product, order ID, subscription ID, dates, amounts, channel, location, and policy references into JSON.
Score urgency, detect escalation conditions, and suggest the right owner, queue, priority, and next-best action for each case.
Many interactions mix complaint content with general questions or account context. Complaint AI scans transcripts and messages to identify which interactions actually contain a complaint, then surfaces the evidence and meaning without requiring manual review of every line.
Use configurable rules and confidence thresholds to decide when to auto-route, when to trigger SOPs, and when to escalate to a human reviewer for confirmation.
We can run a fast pilot on a sample of complaints, calls, or emails and deliver a working triage and routing workflow, a business-aligned complaint taxonomy, top themes and escalation signals, and structured outputs ready for your downstream systems.