Service Management
A Statutory Body in Hong Kong
Our client had always been burdened with lengthy procedures in their complaint management process, leading to a constant influx of complaints across multiple channels. Manually handling all the cases and analyzing case trends was resource-intensive, and the slow response time negatively impacted their reputation.
Significantly cut time spent on NLP-related tasks from days down to seconds. AIRRE instantly completes all preliminary processing tasks upon receiving complaints, providing a way to process incoming complaints at scale and speed as never before.
Their Challenges
Inefficient Process: Lengthy procedures are time-consuming with the wide array of complaints pouring in 24/7 via various channels.
Time and Resource Consuming: Case trend analysis consumed a huge demand for manpower and time to classify and analyze different cases
Low Response Time: Long responding time to complaints impacts brand reputation hugely.
Our Solutions
Generative AI offers a transformative solution to the challenges encountered in traditional complaint management. With the implementation of our AI-powered complaint management solution, AIRRE, our client is benefited from instant complaint summarization reports that provide key information and classifications for each incoming case. This enables a swift understanding of the complaint's context, allowing for efficient handling and responses.
Furthermore, we use Generative AI to generate suggested responses tailored to the specific case details, significantly accelerating response times. By automating case routing, complaints are promptly directed to the appropriate departments, streamlining the overall process and enhancing operational efficiency.
AIRRE offers a fast turnaround as there is no need for building from scratch. Our client swiftly integrated the solution into their complaint management process, unlocking the benefits from advanced automation and streamlined processes.
