AI Complaint Management Software Built for Real Operations
AI complaint management systems are automated systems that answer customer calls around the clock, deal with customer complaints just like a real person would, are able to grow without limits, and work with your current CRM or support tools.
Pete & Gabi's AI support resolution tool Olivia AI, can handle incoming complaints, qualify them for resolution or escalation, and give them to the right team or person automatically without human intervention. Additionally, they can be set up and running in just five days.
Best AI tools for Complaint Management Automation
How to find the Top AI complaint management software for businesses?
When it comes to AI support handling systems, they will combine the use of conversational AI, intelligent telephone call routing, escalation workflows, and CRM integration for their incoming customer complaints.
The main components of an AI support resolution system include:
- 24/7 live answer for complaint-related phone calls.
- Management of live conversation on complaints via the telephone.
- Qualifying and categorizing complaints during the live call
- Complaint routing or escalation while the caller is still on the phone and transferring to a live agent
- Complete tracking of every complaint between the customer and business via CRM integration
The negative consequences of not resolving a customer complaint can lead to reputational damage. By using an AI support resolution system, you can be assured that every complaint will be tracked, routed, and resolved in a timely, transparent, and accountable manner.
Engagement Rate of Prospects that Respond
Reduction in Time to Manually Follow Up
In Total Annual Revenue Recovered
AI Complaint Handling Agents
AI voice agents for complaint handling calls
Which AI tools handle customer complaints automatically?
AI support resolution service combines all your company's complaint calls active, queued and resolved into one integrated real-time view without any manual setup necessary.
Automatically answer all incoming complaint calls
Handle inbound and outbound complaint conversations in real-time
Creating, updating, and registering complaints directly into your CRM
Provide proactive status updates to customers during each stage of resolution
Have live monitoring capabilities with total historical and real-time data
Automatically transcribe and summarize every complaint call based on predefined criteria
Summarize complaint call outcomes and provide key insights from conversations
Have access to total historical and real-time complaints data for informed decision making
No manual setup, configuration, or additional effort on your part is required.
With Olivia AI you can:
Technology
AI complaint management for call centers: How Does It Work?
AI support resolution software uses speech recognition, natural language processing (NLP), and voice synthesis technologies to automate the handling and resolution of complaints without requiring any human involvement.
Low-latency voice AI technology that creates a realistic-sounding, human sounding phone call
The entire history of callers when creating contextual responses
Identifying the root cause of a complaint while engaged in real-time troubleshooting during the call
Dynamic conversation flow that is dynamically generated based upon the type of complaint
Olivia AI employs:
Launch Without IT Support
How do AI tools manage complaints at scale?
AI support agent that connects with your CRM for real-time conversation, receiving complaints and documenting all interactions without having to do any manual work at all.
Make every conversation count
Speak to our Expert
Hello! I'm Clancy Ryan, Head of AI
I guide the training and optimization process of Olivia AI, including contextual refinement, objection handling, and real-time conversation at high volumes. Curious to know how your business could make money using our AI sales agent?
Results Across Every Complaint and Interaction
Why use AI software for complaint management and resolution?
The performance of AI support handling can be evaluated in several ways: resolution rates, reduced escalation, and lost revenue from at-risk customers, as opposed to just the volume of calls handled.
Olivia AI can regain lost customers through identifiable outcomes.
+1.5X
AI vs Manual Calling Customers Acquired
+40%
Conversion to Customer
-20%
Churn reduced
+20%
Revenue from Up-sells/Cross-Sells/Promotional
Source: Olivia AI deployment data from Pete & Gabi enterprise use cases.
Features
How do teams use AI agents for reopening customer complaints?
Olivia AI processes all incoming complaint calls, resolves complaints on the first call basis, when possible, directs callers to the proper department, and/or schedules follow-ups/callbacks.
Key Features of Olivia AI include:
- Ability to handle up to 100 incoming complaint calls at once
- Create a unique complaint handling script based on your existing CRM data and complaint taxonomy
- Instant escalation and transferring of complaints to the appropriate team
- Ability to record the complaint data, what the outcome was, and the status of the resolution, directly into your CRM
- No long-term contracts. Cancel at any time, at your discretion.
AI Support Management Use Cases
How Do Businesses Use AI Complaint Management Services?
Companies are using AI-based complaint resolution to automate the handling of complaints by streamlining how complaints are received, qualified, routed, managed, resolved, and how proactive follow-ups are completed for every channel and customer level.
Inbound complaint handling and first-call resolution
24/7 proactive outbound status updates to complainants
General complaint handling through service issues per pre-defined criteria
Qualification of complaints and determining how to route the complaints according to urgency, type, or customer value
Re-engagement of dormant complaints that have either never been acknowledged or resolved
Appointment scheduling calls for qualified complaints or for appointment resolution purposes
Some typical uses for Olivia AI include:
Integrations
How do businesses implement AI complaint management tools with CRM integration?
AI-based support handling with integration to any CRM, automation platforms and service delivery systems.
Salesforce
HubSpot
Zoho CRM
Pipedrive
Email & SMS Scheduling
Sugar CRM
ServiceNow
REST API
Industries
Top AI Complaint Management Service for All Industries
AI-based complaint handling is designed with all the specific requirements for any industry, to support and maintain a compliant complaint workflow, meet the standards of quality in delivering customer service, and comply with the specific regulatory requirements that are unique to the industry itself.
Healthcare
AI-based complaint handling can help healthcare providers manage their patient complaints that might include appointment delays; billing disputes; concerns regarding treatment; and/or staff performance. All of this can be managed in a 24/7 environment with compliance-required workflows.
Financial Services
For lenders and other financial institutions, AI-based complaint handling can be used to automate the intake of borrower and customer complaints. This automation can include the registration of complaints, escalation to compliance, and tracking of the time frame in which an acknowledgement of receipt of complaints must be completed.
Real Estate
For real estate agencies and property management companies, AI-based complaint resolution can be used to handle tenant complaints, maintenance problems and buyer or seller disputes. AI-based complaint handling can route all these complaints to the correct team, while capturing all the details about the complaint made by the caller.
Insurance
For all other types of complaints, AI-based feedback management can manage service outage complaints, billing disputes, and contractual complaints, using automated real-time problem resolution, automated complaint registration and escalation to technical assistance.
Telecommunications
Handle service outage complaints, billing disputes, and contract grievances at scale with real-time troubleshooting, automatic complaint registration, and seamless escalation to technical teams.
Education
Complaints from students and parents regarding issues related to enrollment, complaints related to academics, and complaints about administrative delays will be managed electronically through the appropriate team with no manual triaging of complaints being necessary.
Utilities
Automatically manage customer complaints about service disruptions, billing changes, and infrastructure issues covering both private municipality and government municipality operators with the right operations team notified immediately and customers kept updated throughout.
Hospitality
AI support handling for hotels, hospitality groups, and QSR and FMCG brands to manage guest and customer complaints about food quality, hygiene, order errors, service standards, billing errors, and booking issues.
Automotive
For dealers, warranty, or service booking complaints, AI-based feedback management will capture and save every detail of the complaint made by the customer and then follow up with the customer to confirm that the complaint has been resolved.
Professional Services
Automate client complaint intake, complaint routing, and follow-up for service businesses, including local government bodies, government municipality contact centers, and private municipality operators managing resident grievances across public infrastructure, council services, and permit delays.
Staffing & Recruiting
Complaints from candidates regarding scheduling interviews, delays in hiring and gaps in communication will automatically route and follow up to preserve the employer brand on a large scale.
Marketing
Complaints from clients regarding outbound campaigns and high volume of marketing activities will be logged, routed, and followed up to ensure no client complaint goes unrecognized.
Results That Deliver Value
How to Choose AI tools for real-time complaint tracking and updates?
Discover the results of using AI agents that make and answer phone calls for dormant B2B accounts
How Olivia AI Converted 5,244 Calls into 65 Appointments
2 days ago
How Pete & Gabi Closed a $12,000 Hidden Deal from a Forgotten Account
2 days ago
FREQUENTLY ASKED QUESTIONS
How do AI tools handle complaints automatically?
AI support handling systems utilize telecommunications infrastructure, voice recognition software, natural language processing, and text-to-speech systems to automatically respond, qualify, resolve, and escalate complaints. There are two types of AI-based complaint resolution solutions that can be utilized: general-purpose solutions, such as Vodex AI and NLpearl AI; and complaint-specific solutions, such as Olivia AI.
How does an AI complaint management agent handle escalation and routing?
Olivia AI determines in real time the reason for each complaint that is received in the contact centre based upon urgency, complaint type, customer tier and resolution history. In contrast to general purpose AI-based complaint handling systems (e.g. CallAgent AI, NLPearl), the escalation rules established by Olivia AI are fully customizable and the entire context of each complaint call is electronically transferred to the receiving agent.
How do I find the best AI complaint management service for small businesses?
Find a complaint handling platform that is quick to set up, flexible pricing and does not require long-term contracts to support your CRM out of the box with little to no Tech Knowledge. Some platforms include Pete & Gabi Olivia AI, CallAgent AI, and NLPearl.
How quickly can an AI complaint management service go live?
An AI support resolution agent can be configured and made live for complaint calls within 5 Business Days. The Pete & Gabi team of consultants manages the entire configuration of Olivia AI including voice configuration, CRM configuration, complaint category script development and escalation rules; therefore, no Technical Knowledge is required from your team.
How does 24/7 AI complaint management benefit businesses?
The AI used for complaint handling will ensure that all complaints are received by the back end and logged instantly regardless of the time of day, what time zone the complaint originates from or if there is a public holiday at the time of the call. This reduces the frustration for your customers due to being acknowledged at a later date and also you will have every complaint already triaged, categorized, and set up for action.
How does an AI complaint agent handle industry-specific complaints like physical product issues or municipality grievances?
AI support handling solution was created to generate an accurate classification system specific to your complaint taxonomy, including: 1) physical complaints (e.g., food quality or product defects); 2) resident grievances; and 3) regulated complaints in the financial services and healthcare sectors. Prior to going live, escalation rules, registration requirements and response templates will be developed for you by Olivia AI to ensure compliance & operations with your industry requirements.
Take Control of Every Complaint
Ready to Streamline Your Complaints with an AI Complaint Management Service?
Utilize the best available AI support resolution service to resolve the most complaints on first contact, lower the cost of escalation, retain more customers, and increase the capacity of your team without increasing the number employed.
