Start the Clock?
Swipe real messages: complaint or not? The regulator's definition is the referee.
The job
Trains everyone who hears from customers to spot a complaint under the regulator's definition. Grey cases are ruled once and the rulings become a test set for the AI agent, because a complaint clock that never starts is the most expensive breach.
The moment
Staff swipe through real customer messages and decide: complaint or not? The regulator's definition is the referee.
In duel mode, the stage shows the week's most-disputed message, a polite "is it normal the transfer takes this long?". 71% of the room and the AI both say it is not a complaint.
Then the compliance ruling lands: it is a complaint, and the clock starts.
After three weeks of rulings, recorded complaints are up 30% with no rise in real volume. An estimated 1,400 complaints a month that were going unlogged have been found.
What it does
- Answer a card
- Rule a card
- Export rulings to the complaint definition
- Build next week's deck
- Send micro-coaching cards
What you see
Swipe quiz with a live duel stage, a three-way disagreement rulings board and a monthly exposure page
What it moves
The share of contacts that meet the complaint definition and actually start a clock, and how often staff agree with compliance, priced as estimated regulator exposure avoided each month in dollars.
Built for
- Frontline staff
- QA, training & knowledge
- Compliance, complaints & legal
