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From Insight to Real Time Complaints Prevention
​Complaints-AI turns complaints & insight data into action. By connecting & triangulating your data, it identifies what’s really driving complaints—fast. Front-line staff get real-time insights to stop issues “mid-flight,” while your organisation builds a culture of learning that drives complaint rates down continuously. With AI and integrated data working together, actionable insights are delivered exactly when and where they’re needed.
Implementing A Preventative Approach To Complaints
The Engage-Me platform breaks down data silos so staff can finally “see the wood for the trees.” By connecting and triangulating your data through its intelligent integration layer, it reveals the full picture. Establishing a complaints baseline removes the guesswork, enabling a data-driven approach to the right actionable insights—powered by a model that understands exactly what’s driving complaints.
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Accelerate Complaints Handling Times
Understand Complaints True Root Cause
Complaint-AI streamlines the complaints journey by automatically querying all available data sources to build a complete historical view of customer contact, supported by an AI-generated summary of the key issues & causal factors - helping to reduce your overall complaints handling time & meet the Ombudsman's timelines, whilst responding quicker to residents.
By establishing a robust complaints baseline that identifies root causes rather than just symptoms, we triangulate multiple evidence streams, combining all key sources of insight & leverage AI to build a comprehensive understanding of what's really drives complaints. This allows us to build the actionable insight models which turn data & insight into real time action.
Implement A Preventative Approach To Complaints
Build A Learning From Complaints Culture
Once the true root causes of complaints are identified, they are combined with satisfaction and sentiment analysis insights to generate actionable intelligence. These insights are deployed in real time to front-line staff, enabling them to identify potential “complaint candidates” and take proactive steps to act quickly to prevent them from becoming formal complaints.
By implementing a structured complaints taxonomy, identifying the key drivers of complaints, and using these insights to improve service design, organisations can foster a resident-centric culture that actively learns—not just from complaints, but from all available insights & feedback.
Engage-Me’s Complaints-AI module tackles these challenges by reducing complaint volumes, cutting handling times, and improving customer satisfaction. It takes a proactive approach, preventing complaints through real-time actionable insights, and works seamlessly alongside Housing-AI and Repairs-AI. Effectiveness is further enhanced by Engage-AI, which strengthens communication by leveraging the digital channels residents prefer, ensuring a smoother, more transparent complaints experience & overall enhanced resident communications model.