AI is making it easier for complaints teams to gather evidence, investigate cases and identify recurring problems. That’s welcome progress, particularly when so much time is spent piecing together information from different systems.
But identifying what’s going wrong is one thing. Making sure it doesn’t happen again is another.
During our recent webinar with mycomplaints.ai, 31% of attendees said learning from complaints and preventing repeat issues was their biggest challenge. And with only 23% very confident they could evidence their complaint handlers’ competence, there’s clearly work to be done.
Our latest guide, When AI joins the complaints team, explores how firms can make better use of AI in complaint investigations, turn the findings into lasting improvements and equip their people to make the right decisions when it matters.
As Michael Hill, Product Director at mycomplaints.ai, puts it:
“It shouldn’t be about removing the human.”