AI-driven complaint resolution
Cognitive View has taken a significant undertaking to support Generative AI capabilities. As a first step in a series of early releases, we launch several features around customer complaints.
Generative AI is a subfield of artificial intelligence that allows computers to generate new content based on existing data. By training the AI on large datasets of customer complaints, it can learn to understand the common themes and issues that customers face. It also learns from the compliance and conduct risk domain knowledge we have. This solution allows businesses to respond to customer complaints promptly and efficiently, improving the overall customer experience while meeting compliance.
One feature that we have released is creating a complaint summary. When customers raise a complaint, the AI can analyze the complaint based on the company's pre-defined guidelines and regulatory requirements and
- Summarize the nature of the complaint to understand the customer's perspective.
- Provide insights on similar complaints from the industry
- Insights on compliance issues
These insights augment and provide necessary intelligence for dispute resolution professionals to resolve complaints faster, driving better customer experience. Moreover, it identifies trends and patterns in customer complaints. As a result, businesses can locate compliance gaps proactively and address them by analyzing the data. This solution can also support product improvements, changes to the customer service process, or company policy updates.
In conclusion, generative AI has the potential to transform the way businesses handle customer complaints. By leveraging the power of AI, companies can improve the overall customer experience, increase customer loyalty and retention, meet compliance, and stay ahead of their competition. In addition, Cognitve View has enabled several checks and balances to ensure customer fairness.