Our approach

At mycomplaints.ai, we leverage the power of generative AI to transform complaint handling - improving efficiency, consistency, and transparency while ensuring experienced professionals remain central to every decision.

Responsible use of AI in complaint management

Our platform is designed around a Human-in-the-Loop model. This means every AI-generated output is presented clearly, with context, and must be reviewed and validated before it moves the process forward.

We break down each complaint into smaller, manageable steps, allowing handlers to:

  • Understand how each decision was made
  • See the sources, evidence, or calculations used
  • Adjust or override any AI suggestions as needed

No AI-generated step is ever approved automatically. Our Human-in-the-Loop AI ensures transparency, accountability, and control at all times.

Sector-tuned intelligence

Our generative AI is fine-tuned to the needs of specific industries, drawing from:

  • The full complaint text
  • Supporting documents and attachments
  • Meeting transcripts
  • Similar past complaints
  • Ticket history from CRM systems
  • Sector-specific regulatory guidance
  • Customer-specific internal knowledge bases

This rich context ensures that our AI understands each case in depth, improving the relevance and quality of its recommendations.

AI-powered complaint handling with human validation

Our AI support spans the full lifecycle of a complaint, always with clear outputs and justifications that humans can verify before proceeding.

Key AI-assisted capabilities include:

  • Complaint breakdown: Summarising the complaint, identifying key issues, requested outcomes, and supporting evidence
  • Document analysis: Reviewing and summarising supporting materials in context
  • Ticket and history review: Analysing CRM and line-of-business interactions leading up to the complaint
  • Meeting transcript review: Extracting relevant context from conversations
  • Vulnerability and impact assessment: Flagging priority cases and sensitive customer needs
  • Investigative actions: Suggesting steps to gather more information
  • Issue classification: Categorising problems by customer journey stage and type
  • Root cause analysis: Proposing likely root causes for each issue, supported by an integrated 5 Whys tool that enables complaint handlers to explore and expand on root causes collaboratively
  • Outcome suggestions: Recommending resolutions and possible next steps
  • Redress calculation: Suggesting redress amounts and methods, with justification
  • Corrective action proposals: Recommending preventative measures
  • Reporting preparation: Pre-filling regulatory or internal reporting fields
  • Response drafting: Drafting high-quality, customisable response letters. Our AI editor allows you to prompt for additional case related content whilst editing.

Built for accuracy, AI transparency, and learning

Every AI-supported decision point within mycomplaints.ai is logged and stored in our integrated data warehouse.

This enables:

  • Comprehensive audit trails for demonstrating regulatory compliance and internal governance.
  • Efficient sampling and quality assurance, allowing for targeted reviews and performance monitoring.
  • Continuous improvement of both human and AI agent performance.

By designing our AI to be transparent, editable, and explainable, we empower complaint teams to work faster and more effectively, without sacrificing control, trust, or the quality of customer service.

Please contact us to explore how our human-in-the-loop AI approach can support your governance, regulatory compliance, and service quality objectives in complaint handling.

Frequently asked questions