The Sorting Office
Most "complaints" are questions: sort them, let the bot answer, price the shrinking pile.
The job
Separates true complaints from questions, contacts meant for another team and misfiled items. The AI agent answers the top questions, wrong-door items go to their owners, and you can prove true complaints, misclassification and cost all fell.
The moment
March's pile holds 15,200 contacts logged as complaints, shown as post arriving at a sorting office.
The sorter drops 9,100 into questions and 1,500 into misfiled. The care director approves 20 answers for the AI agent to give.
In April the pile arrives at 7,900, and the bot's answers go straight back out. The counter ticks to 6,400 contacts avoided and $192,000 saved.
True complaints stay flat, and misclassification falls from 10% to 3%, the number the regulator watches.
What it does
- Approve an answer for the AI agent
- Suggest a routing rule for wrong-door items
- Reclassify in the case system
- Send the monthly ledger
- Open pigeonhole verbatims
What you see
Post-office sorting room: a pigeonhole wall that fills as items drop in, pigeonholes that open into answer cards, returned-to-sender envelopes stamped with the bot's answer, and a stamped monthly ledger
What it moves
The share of the complaints channel that are true complaints and how often items are misclassified, plus contacts avoided and dollars saved by approved answers.
Built for
- Compliance, complaints & legal
- Frontline staff
- Product & digital
- Finance
