Can AI do customer complaint handling?

An expert breakdown of a typical process from public sources, worked out by the same rules as your own check.

0 of 12 steps go to an agent

Goes to an agent (0)

An agent does these steps on its own.

No steps here.

AI prepares the work; a person reviews and confirms it.

Receive the complaint in the channel and clarify the circumstances with the complainant
A person signs off: the law or a regulator holds someone accountable for it.
Log the complaint in the register: number, channel, substance, response deadline
A person signs off: the law or a regulator holds someone accountable for it.
Acknowledge receipt with a description of the procedure and the deadlines
A person signs off: the law or a regulator holds someone accountable for it.
Investigate the circumstances: documents, employees' explanations, timeline
A person signs off: the step needs a formal approval.
Progress updates and a holding response when the deadline is exceeded
A person signs off: the law or a regulator holds someone accountable for it.
Final response with the reasons for the decision and the right to go to the ombudsman
A person signs off: the law or a regulator holds someone accountable for it.
Internal review by a different employee and referral of the case to the ombudsman
A person signs off: the law or a regulator holds someone accountable for it.
Close the complaint and record the outcome and the delivery of redress
A person signs off: the step needs a formal approval.

These steps need a person's judgement or presence.

Initial assessment: subject of the complaint, severity, urgency, handling path
Stays with people: it takes judgement that depends on your business context.
- Judging risk or priority in a business context
Decision on the merits of the complaint and the measure of redress
Stays with people: it takes judgement that depends on your business context.
- Judging risk or priority in a business context
Work through the complainant's disagreement and settle the amount of redress
Stays with people: it takes judgement that depends on your business context.
- Judging risk or priority in a business context
- Open-ended dialogue with an external party
Root cause analysis, identification of systemic problems and corrective measures
Stays with people: it takes judgement that depends on your business context.
- Judging risk or priority in a business context

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