Reads and routes
Each complaint is classified with a confidence score, then sent to the team and the person who own that category.
AI CMS
An intelligence layer for the complaint desk you already run.
Overview
About AI CMS
Most complaint desks do not struggle with resolving complaints. They struggle with everything that happens first: reading what arrived, deciding which team owns it, noticing that fifty people are reporting the same pothole, and realising a deadline is about to pass.
AI CMS automates those steps and leaves the judgement to your people. It is an intelligence layer rather than a replacement — the desk you run today stays exactly where it is, and AI CMS reads what comes in, adds the classification, routing and prediction on top, and writes back.
Built to slot in, not take over
Nothing is migrated and nobody is asked to learn a new system on day one. The tools your handlers already know keep working; what changes is how much of the sorting they have to do themselves before the real work starts.
In practice
What the sorting time turns into
0%
of complaints routed without anyone sorting them
0 sec
to read, categorise and assign a new report
0%
of incoming volume identified as repeat reports
The problem
Where the time actually goes
Resolving a complaint is rarely the slow part. The delay is in everything that happens before anyone can start work on it.
-
Sorted by hand
Every report read and categorised manually before it can be assigned to anyone.
01 -
Written however people speak
Reports arrive in more than one language, frequently mixing two in a single sentence.
02 -
Sent to the wrong desk
Misrouted once, then passed between teams while the clock keeps running.
03 -
Logged over and over
One pothole reported fifty times becomes fifty tickets, each worked separately.
04 -
Breaches found too late
Missed deadlines surface in next month’s report, long after anything could be done.
05
Capabilities
What it does once it is running
Takes it however it arrives
Text in more than one language, or a voice note instead of typing, transcribed and filed exactly the same way.
Spots the repeats
New reports are matched against everything still open, so the same issue is grouped rather than worked twice.
Sees the deadline coming
Cases likely to miss their commitment are flagged and escalated while there is still time to act on them.
Shows each role its own view
Handlers see their queue, supervisors their area, leadership where volume and risk are concentrating.
Records itself
Every action is logged as it happens, so the audit trail is a by-product of ordinary use.
Categories it handles from day one
Getting started
How it rolls out
Day one
Intake goes live on web and messaging, voice notes included.
Week two
Automatic routing running on your highest-volume categories.
Week six
Dashboards and the SLA engine in place for every role.
Month three
Prediction and pattern detection tuned on your own history.
Why this approach
What makes it different
-
Your data stays put
Deployed inside your own infrastructure, so complaint records never have to leave it.
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Nothing gets replaced
It attaches to the desk you already run rather than asking you to migrate off it.
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Deliberately bounded
Each stage is small and time-boxed, so something works before the budget is spent.
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Proven parts
Assembled from components already running in production, not built from nothing.
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