Customer claims they are still being billed after cancelling, and states that support had previously assured them the problem was resolved. They are now requesting a prompt refund along with written confirmation.
Integrate email, CRM, ticketing, chat, forms, and call transcripts. Optionally remove duplicates, identify language, connect conversations, and protect personal information before analyzing.
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 actions, and escalate complex cases for manual review if unsure.
Categorize related complaints into themes, track main causes, notify of discrepancies, and incorporate human input for ongoing quality enhancement.
Categorize interactions as either complaints or non-complaints, along with confidence scores and customizable rationale for review processes.
Locate the specific phrases or statements that convey dissatisfaction, disagreements over billing, unfulfilled promises, harm, or language indicating a need for escalation.
Create brief and uniform summaries that outline the issue, customer expectations, and events leading up to it.
Assign each complaint to a category, subcategory, and root cause taxonomy like Billing, Product Defect, Refund, Delivery, Fraud, or Compliance.
Convert organized data fields such as product, order ID, subscription ID, dates, amounts, channel, location, and policy references into JSON format.
Evaluate the urgency of the score, recognize escalation triggers, and recommend the appropriate owner, queue, priority, and next step for every instance.
The Complaint AI sifts through transcripts and messages to distinguish interactions that blend complaint content with general questions or account context, revealing the evidence and significance without the need for manual review of each line.
Leverage customizable guidelines and confidence levels to determine when to automatically route, initiate SOPs, or escalate to a human reviewer for verification.
A quick pilot can be conducted on a subset of complaints, calls, or emails to create a functional triage and routing workflow, a complaint classification system aligned with your business, key themes and escalation indicators, and structured data outputs for integration with your systems.