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Handling urgent customer complaints

A worker handles complaint management for an enterprise company.

All companies receive complaints, but not all complaints are created equal. Is it a major complaint or a minor one? Was it a comment about an unsatisfactory insurance settlement? Or a long hold time on the phone with a bank employee? Should the complaint be seen by a manager, a company board member, or an outside regulatory body? 

No matter what industry you’re in, handling complaints takes hours of precious staff time and often involves many manual steps.

Our platform can speed up processing complaints in a number of ways. Complaints can come in all shapes and sizes, so the first step involves determining whether an incoming email is a complaint, and its nature. Our AI models can scan and understand the intent of any human message, including language denoting an urgent or serious message. 

Then the platform can either automate a response to the complaint, for routine matters, or route it to the proper person or department with a message about its urgency level.

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