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We continuously explore how artificial intelligence can enhance operational efficiency and improve customer service processes. One of our recent initiatives is a proof of concept (POC) for an AI complaint response system designed to support organizations that handle high volumes of customer complaints. This system demonstrates how AI can assist employees in managing complaint correspondence, while maintaining the necessary human and legal oversight.
Handling complaint letters is a time-consuming and repetitive task, often requiring employees to reference standard policy or legal texts and tailor responses to individual cases. The manual nature of this process can lead to delays, inconsistencies, and increased workload, regardless of the industry in which it occurs.
Our AI system addresses these challenges by automating the generation of draft responses, ensuring consistency, and significantly reducing the time required to process each complaint. Once a complaint is submitted, whether typed or handwritten, the AI categorizes the issue type and generates a structured, compliant draft response. The response is then ready for a human reviewer to provide final approval before it is sent. Because the underlying logic is built around categorizing complaint types and applying the matching response structure, the same approach can be adapted to a wide range of contexts, from billing disputes and service complaints to regulatory or compliance-related correspondence.
Using the Orq.ai platform, we tested multiple AI models, including those from OpenAI and Google. After extensive experimentation, Gemini was chosen as the most effective for our use case. The system prompt was designed to instruct the AI to act as a formal assistant, structure responses in a compliant format, and avoid emotional language. While the prompt was written in English for optimal model comprehension, the AI can be configured to generate responses in the language most relevant to the organization's customer base, leveraging its multilingual capabilities.
The AI complaint response system showcases how artificial intelligence can effectively automate repetitive tasks while maintaining human oversight. Though not yet deployed in a live environment, the internal demonstration highlights clear opportunities for future development, including training on historical data, multilingual support, and expanded case detection, applicable to any organization that manages complaint-driven correspondence at scale.