Complaint Severity Classification uses AI to grade and route complaints by severity, enabling consistent prioritisation, by classifying complaint text, history, and policy criteria, across complaint management and quality review.
Complaints arrive through many channels and vary wildly in seriousness, but manual triage applies inconsistent judgement under volume pressure. Severe complaints sit in the wrong queue while minor ones consume senior attention, and regulated escalations get missed.
The AI performs classification on complaint text, history, product data, and policy criteria, assigning each complaint a severity category and escalation route so urgent cases reach the right team immediately.
Raises the complaint escalation accuracy rate and reduces the share of high-severity complaints that breach response deadlines.
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