Resolution Analysis
Zanko AI can use agent responses and followups to automatically generate resolution summaries, grade agent actions, track escalation next steps, and create other structured data points to improve resolution followup.
What the customer said is only half the story
It’s really what your agents do that make the interaction successful or not. We saw across many top fintechs that tracking resolutions is even more error prone than identifying complaints. The most common issues were policy violations, failure to follow up as promised, and inaccurately logged resolutions.
Easily Spot Unresolved or
“Under-resolved” Complaints
One of the biggest risks in complaints management is open tickets falling through the cracks. Use Zanko to generate a list of unresolved complaints and lower average complaint ticket time while reducing regulatory and legal risk.
5 days
15 minutes
Identify Complaints Handling and Customer Service Improvement Opportunities
Structured resolution data lets you easily see where there might be opportunities to improve processes or training by either type of complaint, team, or even specific employee. Are certain agents escalating more often than others? Zanko lets you see where and why that’s occurring.
