Problem
Complaint teams drown in tickets from fraud disputes, card issues and transfers. Response times slip, sentiment deteriorates, and agents spend most of the day re-typing the same investigation steps.
BankingConcept mockup
Customer Complaint Tickets
Omnichannel complaint desk with AI-drafted responses, sentiment scoring and SLA guardrails. Agents stay in the loop, AI does the typing.
Customer Complaint Tickets
High-fidelity concept running in the browser. Production connects to ticketing systems, core banking, and a grounded LLM for response drafting.
Approach
An AI-assisted complaint desk that classifies, prioritises and drafts a response for every ticket. Agents review, edit and approve, while the system tracks SLA, sentiment and auto-resolution rate across channels.
Outcomes
- AI-drafted responses with agent approval
- Auto-resolution rate and CSAT tracking
- Real-time SLA and sentiment monitor
- Unified queue across chat, branch and app