Classify, route, and escalate complaints the right way, every time.
AI uses your regulatory requirements and internal policies to classify and route complaints, flag potential compliance issues, and recommend next steps. Each issue reaches the team that owns it, and complaints with a legally required timeframe, such as a disputed debit card fee, are flagged so they are resolved on time.
- Complaint management and back-office operations
- Compliance officers overseeing UDAAP risk
- Contact center and branch leadership
- Legal teams handling escalated cases
Faster turnaround, more consistent compliance.
The assistant classifies and routes complaints using your regulatory requirements and internal policies. That reduces turnaround time, improves compliance consistency, and ensures complaints with legal or regulatory implications are escalated quickly.
It flags potential compliance issues, recommends next steps, and supports documentation of each case.
- Split multipart complaints and route each issue
- Escalate complaints with regulatory or legal exposure
- Flag complaints with a legally required response timeframe
- Document the classification and next steps
Upload a spreadsheet of complaints, choose the channel they came from, and add any notes. The assistant splits each complaint into issues, classifies and routes each one, and flags anything with regulatory or legal exposure.
All Channels
Complaints logged in March. Escalate anything that mentions the CFPB, a reversed payment, or a fee the member says they were never told about.
I split 86 complaints from March into 112 issues and routed each one.
| Category | Issues | Route to |
|---|---|---|
| Fees and charges | 34 | Deposit Operations |
| Card disputes | 27 | Card Services |
| Loan servicing | 21 | Loan Servicing |
| Digital banking | 18 | Digital Support |
| Branch service | 12 | Branch Managers |
Escalate now (4)
- #C-0317: member says they filed a complaint with the CFPB about a reversed mortgage payment
- #C-0342: overdraft fee the member says was never disclosed when they opened the account
- #C-0355: reversed ACH payment led to a late fee and a credit bureau report
- #C-0381: monthly maintenance fee the member says they were never told about
The full list of 112 issues is ready to download, sorted by team and urgency, with the complaint ID and category for each.
From your documents to a sourced draft.
The assistant uses retrieval-augmented generation (RAG): it finds the relevant passages in the content you approve, then answers from them with citations your team can check.
Connect policies and history
Add regulatory guidance, internal policies and procedures, prior case outcomes, and complaint transcripts.
Upload your complaints
Upload a spreadsheet exported from your complaint log. The assistant identifies each issue in every complaint and the policy or guidance that applies.
Route and record
You get a recommended routing, escalation flags, and next steps with citations for each complaint, ready for your team to confirm and log.
What your team asks, and what comes back.
Multipart complaint routing
The request. A customer complains about a delayed card replacement, a disputed fee on their statement, and an unprofessional interaction at a branch.
What the assistant returns. Each issue identified and routed to the responsible team, such as card operations, deposit operations, and branch management, with the relevant policy cited for each. If the disputed fee came from an electronic transfer, it is flagged as a possible Regulation E error with a 10-business-day investigation clock.
Why it matters. Nothing falls through the cracks, and each team receives only the part of the complaint it owns.
Regulatory escalation
The request. A complaint alleges the customer was misled about the terms of a product or charged a fee they were never told about.
What the assistant returns. A flag for potential UDAAP or other regulatory concern, the applicable guidance and internal policy, and an immediate escalation to compliance with recommended next steps.
Why it matters. Complaints with regulatory exposure reach your compliance team quickly, with the documentation examiners expect.
Service-level and invoicing dispute
The request. A business banking client disputes treasury management service levels and the fees on its analysis statement.
What the assistant returns. Relevant agreement terms and prior case outcomes, with the complaint routed to relationship management, finance, and legal as needed.
Why it matters. Faster, coordinated responses to high-value clients, and a clear record of how the dispute was handled.
Measurable time back, with the controls already in place.
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First drafts of examiner and auditor responses
See the solutionDiscover real uses for AI at your institution.
We deliver AI workflows that move your team beyond the hype. Share your details and we'll show you this solution running on your own documents, inside your perimeter.
“Having a closed loop environment with pre-created prompts has been a game changer for our business.”
Talk to us about Complaint Triage
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AI complaint triage: FAQ
Straight answers for CIOs, CISOs, and compliance officers evaluating AI.
Talk to usHow does the assistant decide where a complaint goes?
It classifies and routes complaints using the regulatory requirements and internal policies you connect, along with prior case outcomes. A complaint with several issues can be split and routed to each responsible team.
Can it spot complaints with regulatory or legal implications?
Yes. The assistant flags potential compliance issues, such as possible unfair, deceptive, or abusive practices, and escalates complaints with legal or regulatory implications quickly so your compliance team sees them early. Your team makes the determination.
Which complaints have a legally required timeframe?
Several federal rules set deadlines for resolving certain disputes. The assistant flags complaints that may fall under one and notes the timeframe that applies, so your team can track it:
- Electronic fund transfer errors (Regulation E), such as an unauthorized debit card charge or an incorrect fee on an electronic transfer: investigate within 10 business days, or within 45 days if the account is provisionally credited within 10 business days. The limits are 20 business days and 90 days for point-of-sale debit card, foreign, and new account transactions.
- Credit card billing errors (Regulation Z): acknowledge the dispute within 30 days and resolve it within two complete billing cycles, and no later than 90 days.
- Mortgage servicing errors (Regulation X): acknowledge within 5 business days and respond within 30 business days, with one 15-day extension allowed. Payoff statement errors must be answered within 7 business days.
- Complaints forwarded by the CFPB: respond within 15 days, with a final response within 60 days.
Your compliance team confirms which rule applies to each complaint.
Does it help with complaint documentation?
It recommends next steps and supports documentation of how each complaint was classified, routed, and escalated, with citations to the policy or guidance that applied. That record helps when examiners review your complaint management program.
What sources does it use?
Regulatory guidance, customer complaint transcripts, prior case outcomes, and your internal policies and procedures. You choose which sources the assistant can search and who can query it.
Are complaint transcripts kept private?
Documents are indexed inside your Azure tenant and never copied to a third-party service. PII is redacted on the employee's device before a prompt reaches any model, and every interaction is logged and risk-scored. See data loss prevention.
Route every complaint to the right team, with a record.
Bring a sample of recent complaints. We'll show you how the assistant classifies, routes, and flags them using your own policies and regulatory guidance.