The Sorting Office
Most 'complaints' are questions: sort them, let the bot answer, price the shrinking pile.
The job
Separate true complaints from inquiries, wrong-door contacts and misfiled items, answer the top inquiries with the AI agent, route wrong-door items to their owners, and prove true complaints, misclassification and cost all fell.
The moment
March's pile holds 15,200 complaints. The sorter drops 9,100 into Question and 1,500 into Misfiled; the care director approves 20 answers. In April the pile arrives at 7,900 and a stream of envelopes flies back out stamped with the bot's answer, the counter ticking to 6,400 contacts avoided and $192,000 saved, while 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
True-complaint share and misclassification rate of the complaints channel, plus contacts avoided and dollars saved by approved answers
Built for
- Compliance, complaints & legal
- Frontline staff
- Product & digital
- Finance
