AI Driven Complaint Resolution and Escalation Workflow Guide

Complaint Resolution and Escalation Management

1. Initial Complaint Capture

1.1 Customer Interaction

Utilize AI chat tools to capture customer complaints through various channels such as websites, mobile apps, and social media platforms.

1.2 AI-Driven Tools

• Zendesk Chat: Integrates AI for real-time chat support and complaint logging.
• LivePerson: Uses AI to engage customers and gather initial complaint details.

2. Complaint Analysis

2.1 AI Categorization

Implement natural language processing (NLP) to categorize complaints based on sentiment and urgency.

2.2 Tools for Analysis

• IBM Watson: Analyzes customer interactions to identify patterns and categorize complaints.
• Google Dialogflow: Helps in understanding customer intent and sentiment through conversation analysis.

3. Resolution Process

3.1 Automated Responses

Deploy AI-driven chatbots to provide immediate responses to common complaints.

3.2 Knowledge Base Integration

Utilize a centralized knowledge base for the AI tools to pull relevant solutions and FAQs.

3.3 Example Tools

• Intercom: Offers automated responses based on a comprehensive knowledge base.
• Freshdesk: Provides AI-driven suggestions for agents based on previous resolutions.

4. Escalation Management

4.1 Escalation Triggers

Define criteria for escalation based on complaint severity and customer dissatisfaction levels.

4.2 AI Recommendations

Implement AI systems to recommend escalation to human agents when necessary.

4.3 Tools for Escalation

• Salesforce Service Cloud: Automates escalation processes based on predefined rules.
• Zoho Desk: Uses AI to prioritize and escalate urgent complaints to the appropriate personnel.

5. Follow-Up and Feedback

5.1 Automated Follow-Up

Utilize AI to send automated follow-up messages to customers post-resolution to gather feedback.

5.2 Feedback Analysis

Analyze feedback using AI to improve future complaint resolution processes.

5.3 Tools for Feedback

• SurveyMonkey: Integrates with AI tools to analyze customer feedback.
• Qualtrics: Leverages AI to derive insights from customer feedback data.

6. Reporting and Continuous Improvement

6.1 Data Reporting

Generate reports on complaint trends and resolution effectiveness through AI analytics.

6.2 Continuous Improvement

Implement AI-driven insights to refine processes and enhance customer experience.

6.3 Reporting Tools

• Tableau: Provides visualization of complaint data for actionable insights.
• Power BI: Analyzes and reports on complaint resolution metrics.