Resolve complaints faster, without compromising on judgement.
Generative AI is making it easier for customers to create longer, more detailed – but not necessarily more accurate – complaints. Regulatory expectations are increasing. Expected response times are tightening. Volumes and backlogs are rising. And behind every case is a customer who expects to be understood and treated fairly.
Simply adding more people is not a sustainable answer. Fully automating consequential customer decisions isn’t either. We handle more than 1.5 million conversations every year for FCA-regulated clients, so we understand these real-world challenges first-hand.
Our Complaints Management solution combines AI, automation, and human expertise to help your teams assess, prioritise and resolve complaints faster. It brings together the right information, evidence and guidance they need to make fair and well-informed decisions.
The result? Faster resolution, greater consistency and auditability, and more time for your people to focus on the customers and cases that need human judgement most.
case duration and complaint escalation rates.
transparent and auditable decision-making.
AI-enabled from first contact to resolution.
A complaint rarely arrives neatly packaged.
It might be a long email, supporting documents, photographs or video. The most important information may be buried among pages of detail, and customers won’t necessarily describe their problem using your internal terminology or the language of the regulator. Our technology helps turn that complexity into a clear, structured case.
By identifying and prioritising key issues, it brings together supporting information, recommendations and resolution options – aligned to regulations or your own internal guidelines – to create a coherent case view for your advisers. Image and video analysis adds another layer of evidence, helping teams understand and assess visual information such as property hazards or vehicle damage alongside the customer’s written account.
Your complaints data also becomes a source of insight, helping you spot repeat issues, emerging risks and opportunities to improve the customer journey. And because complaints don’t only arrive between nine and five, technology can begin structuring information and identifying potential urgency out of hours, ready for the appropriate team to act.
Customers shouldn’t have to start again every time their complaint reaches a different team.
Complaints Management creates a joined-up view of the case as it moves through your organisation, helping ensure that the original complaint, supporting evidence, decisions and actions travel with it.
That is particularly important for complex or vulnerable customers, where repeatedly recounting a difficult experience can add unnecessary distress. Your people get the context they need to move the case forward. Your customer trusts the process because their experience feels connected.
The goal isn’t to automate empathy.
Our approach uses controlled, deterministic workflows so AI-supported recommendations are consistent, explainable and auditable, while your people remain in control and make the final decisions.
AI analyses information, reduces administration, surfaces the evidence that matters and can prioritise or make recommendations, without turning important customer outcomes over to an autonomous black box.
There is no single complaints model that works for every organisation.
Our solution can be configured around your processes using low and no-code technology, allowing us to adapt workflows in as little as 30 working days, without lengthy development cycles. And you can choose the level of support that works for you. We can:
the technology into your existing complaints operation
combining the technology with ArvatoConnect complaints specialists
licensing model for your own teams to operate
Or offer a blend of these options to give you more flexibility when you’ve got peaks or need to clear backlogs.
See how ArvatoConnect can help you resolve complaints faster, improve consistency and auditability, and free up your people to focus on the customers and work that needs them most.
