AI Driven Customer Complaint Resolution Workflow for Better Service

Intelligent Customer Complaint Resolution

1. Complaint Receipt

1.1 Channels for Complaint Submission

• Website Contact Form
• Social Media Platforms
• Mobile Application
• Chatbots

1.2 AI-Driven Tools

• Zendesk: Automates ticket creation and categorization.
• Freshdesk: Offers multi-channel support with AI integration.

2. Initial Complaint Analysis

2.1 AI Sentiment Analysis

Utilize AI algorithms to assess the sentiment of the complaint.

• Tools: MonkeyLearn, Lexalytics

2.2 Categorization and Prioritization

AI systems categorize complaints based on urgency and type.

• Tools: Salesforce Einstein, IBM Watson

3. Resolution Strategy Development

3.1 Automated Response Generation

AI can generate initial responses based on common queries.

• Tools: ChatGPT, Dialogflow

3.2 Human Oversight

Involve customer service representatives for complex complaints.

4. Resolution Implementation

4.1 Automated Solutions

Implement automated solutions for straightforward complaints.

• Examples: Refund processing, order adjustments.

4.2 Escalation Protocol

Escalate unresolved complaints to senior staff or specialized teams.

5. Customer Feedback Collection

5.1 Post-Resolution Survey

AI tools can automate the collection of customer feedback post-resolution.

• Tools: SurveyMonkey, Typeform

5.2 Analysis of Feedback

Utilize AI to analyze feedback for continuous improvement.

• Tools: Qualtrics, Google Analytics

6. Continuous Improvement

6.1 Data-Driven Insights

Regularly analyze complaint data to identify trends and areas for improvement.

6.2 AI Model Refinement

Refine AI models based on feedback and resolution outcomes.

• Tools: TensorFlow, PyTorch

7. Reporting and Metrics

7.1 Performance Metrics

Track KPIs such as response time, resolution time, and customer satisfaction.

7.2 Reporting Tools

• Tools: Tableau, Power BI