Complaints and Dispute Detection
A complaint is a lot more nuanced than just an unhappy customer. Having the right tools to separate complaints from other types of customer communications is crucial to both reducing customer contact risk as well as the amount of unnecessary work your compliance team has to do.
COMPLAINT
INQUIRY
DISPUTE
FEEDBACK
You’re missing more complaints than you think
Most compliance leaders are surprised to find that they are missing almost 2x as many complaints as they think. A large part of the problem is complaint identification happens with the customer service team, and it’s hard to do well when it’s not their only focus.
Reduce Compliance Team’s Reliance on Customer Service
Compliance teams do not have the resources to review 100% of inbound customer conversations, so complaint identification happens at the customer service team.
Customer service teams are generally only between 40 and 60% accurate at identifying whether a customer contact constitutes a complaint by your organization’s policies.
Undercapture:
When a customer service agent doesn’t properly flag a customer contact as a complaint or dispute your compliance team will have limited visibility into potential issues with the customer contact. These customer contacts pay have regulatory risks, statutory obligations, and improper handling may turn these unhappy customers into litigious customers or result in more complaints directly to regulators.
Overcapture:
When a customer service agent flags a customer contact as a complaint despite it not meeting policy definitions for being a complaint, it forces your compliance team to review customer contacts which doesn’t need additional review. Compliance teams will oftentimes not be able to add additional value to these customer contacts. This causes already stretched thin compliance resources to potentially miss more important complaints, increasing risk.
Zanko complaint identification can review 100% of customer calls, emails, chats, and agent notes to achieve a less than 3 in 100 undercapture rate and a less than 7 in 100 overcapture rate.
Better Identify High Risk Complaints
Before Human Review
Not all complaints are equal. Some are much more likely to turn into bigger problems. Existing manual compliance review means you won’t know the risk level until a lot of time has been spent reviewing a customer contact. AI complaints detections scans all your customer contacts in minutes, and flags the high risk ones to help your better triage and allocate your team’s limited time.
Assuming 10% of complaints are high risk, and 10% complaints review, what percent of high risk complaints is your team seeing?
