Complaints Agent

97%1 Complaint Identification Accuracy. Autonomously.

Manual tagging catches 65-70% of complaints. The Complaints Agent detects 97%1 — including the ones agents miss, mislabel, or don't recognize as complaints. It then grades severity, analyzes root cause, and generates regulatory-ready reports. All without human review.
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97%1
complaint identification accuracy
70%1
faster complaint reviews
200+
data points extracted per conversation
2 weeks
to go live — not 6 months
Module 01

Conversation Intelligence Engine

The foundation of complaint detection. The Complaints Agent processes every call, chat, and email — extracting 200+ structured data points that power downstream detection, analysis, and reporting.
Unified processing for voice, chat, email, and social channels
200+ structured data points extracted per conversation
Custom model tuning to match your complaint definitions — deployed in hours
30%+ more accurate than generic LLMs on financial services conversations1
Voice call transcript with timeline visualization showing conversation intelligence processing
Module 02

Direct Complaints Detection

Not all complaints are obvious. The Complaints Agent detects explicit complaints, expressions of dissatisfaction, and implied grievances — even when customers don't use the word 'complaint.' Manual tagging catches 65-70%. We catch 97%.
97%1 accuracy on complaint identification — vs. 65-70% for manual tagging
Detects explicit complaints, expressions of dissatisfaction, and implied grievances
Multi-class severity grading: low, medium, high, critical
Root cause classification for trending analysis
97%1
complaint identification accuracy — catching what agents miss
Module 03

Regulatory Complaints Tracking

CFPB escalations, OCC complaints, state regulator inquiries — the Complaints Agent tracks regulatory risk signals and generates compliant logs. For sponsor banks and fintechs, it produces Sponsor Bank-Ready exports that already meets your bank partner's requirements.
CFPB, OCC, and state regulator complaint category mapping
Multi-bank reporting formats for fintechs with multiple sponsor banks
Standardized complaint logs that meet regulatory requirements
Prevention framing: surface risks before regulators do
Complaints table showing UDAAP and regulatory risk tags with Zanko Themes
Module 04

Templated Response Generation

When a complaint is detected, the Complaints Agent doesn't just flag it — it drafts a response. Using your approved templates and tone guidelines, it generates resolution letters, acknowledgment emails, and internal escalation summaries.
AI-generated resolution letters based on complaint type and severity
Acknowledgment email drafts sent within SLA timelines
Customizable templates that match your brand voice and compliance requirements
Human-in-the-loop review option before sending
80%¹
reduction in response drafting time with AI-generated templates
Module 05

Resolution Analysis

Complaints aren't resolved until the customer is satisfied. The Complaints Agent tracks resolution status, analyzes resolution effectiveness, and identifies complaints that are at risk of escalation or repeat contact.
Automatic resolution status tracking: pending, in-progress, resolved, escalated
Resolution effectiveness scoring: did the response actually satisfy the customer?
Repeat complaint detection: same customer, same issue, different channel
Escalation risk scoring: which open complaints need urgent attention?
Zanko AI Analysis panel showing automated complaint summary, categorization, and risk scoring
Module 06

Complaints Insights BI

All complaint data flows into a unified BI dashboard. See complaint volumes, category distributions, resolution rates, root cause trends, and regulatory risk exposure — updated in real-time, not with 30-day lags.
Real-time dashboards vs. 30-45 day reporting lags
Root cause trending: which issues are growing vs. declining?
Product, channel, and agent-level complaint segmentation
Export to Tableau, Power BI, Looker, or use built-in executive reports
Reports dashboard with complaint metrics, trend charts, and real-time BI visualizations
How It Works

From Conversation to Compliant Report. Automatically.

Step 01

Ingest

Connect your telephony, chat, and email platforms. Conversations flow in automatically.

Step 02

Detect

The Complaints Agent identifies complaints, grades severity, and classifies root cause.

Step 03

Respond

Resolution letters and acknowledgment emails are drafted. Regulatory logs are populated.

Step 04

Report

Dashboards update in real-time. Exports flow to sponsor banks. Trends surface before they escalate.

See the Complaints Agent

From 65% manual accuracy to 97%1 AI. In 2 weeks.

30-minute demo. We'll run the Complaints Agent on your data so you can see exactly what it catches.

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