Complaints Handling Agent

The challenge

Each case needs someone to gather the evidence, check it against the rules and decide. Simple cases wait in the same queue as difficult ones.

How it works

1. 1A case arrives.
2. 2The agent gathers the evidence and the rules that apply.
3. 3It assesses the case and recommends a decision, with its reasons.
4. 4Simple, low-risk cases within your limits go ahead.
5. 5Everything else goes to your approver with the evidence laid out.
6. 6The decision and the reasons are recorded in your system.

Your people stay in control

You set the limits. Only simple, low-risk cases inside those limits go ahead automatically. Everything else is decided by your approver.