Every Complaint Arrives Pre-Classified
ResolveCX AI reads every inbound complaint and assigns a category, confidence score, and suggested response approach in under two seconds, before any agent opens the queue. Manual triage is eliminated. Agents act, not sort.
What it does
No More Agents Reading the Queue to Decide What to Do With It
In most complaint operations, the first thing an agent does when they open their queue is read each complaint to decide what it is. That is not resolution work. It is sorting work, and it happens hundreds of times a day, across every agent, in every shift.
ResolveCX AI eliminates this entirely. Every complaint is classified the moment it arrives, with a category, a confidence score, and a suggested response approach already on the case record. The agent opens a case and immediately knows what they are dealing with and what to do about it.
How it works
Complaint arrives on any channel
The AI reads the full text of every inbound complaint, email, chat, web form, or transcribed voice, immediately on receipt, before any agent opens the queue.
Category assigned with confidence score
The AI assigns a complaint category, billing dispute, service failure, regulatory concern, product defect, general enquiry, alongside a confidence score (0–100%) that reflects certainty of the classification.
Suggested response approach surfaces on the case
Alongside the category and confidence score, the AI generates a suggested response approach, tone, urgency level, and recommended next action, visible to the agent before they type a word.
Routing decision applied
The classification is combined with customer tier, channel, and sentiment score to route the case to the right team under the correct SLA. High-confidence regulatory or escalation-risk complaints route to specialist queues automatically.
Classification audit trail maintained
Every classification, category, confidence score, model version, and timestamp, is stored on the case record. The full classification history is available for audit, quality review, and regulatory inspection.
Industry use cases
AI Complaint Classification Across Industries
Telecommunications
Separate billing disputes from regulatory concerns from service failures at intake, routing each to the right team under the right SLA. A billing dispute is not a regulatory complaint. The AI knows the difference.
Financial Services
Classify every complaint as a regulated complaint, an account query, or a general service issue before any agent acts. Regulated complaints route directly to the complaints handling team under FCA timelines, without manual triage introducing delay.
SaaS & Technology
Separate bug reports from billing disputes from general product feedback from SLA breach complaints, routing each to the right team with the right investigation workflow from the moment the contact arrives.
Manufacturing
Distinguish product quality complaints from shipping disputes from warranty claims from general supplier queries, routing each to the right team with the right evidence requirements and investigation workflow.
Why it matters
AI Classification vs Manual Triage
Manual triage is the single most wasteful step in complaint handling. It adds no value for the customer and consumes agent time that should be spent on resolution. AI classification removes it entirely.
| Capability | ResolveCX AI Classification | Manual Triage |
|---|---|---|
| Complaint type assigned on intake, before agent triage | ||
| Confidence score surfaced with every classification | ||
| Suggested response approach visible on case record | ||
| Classification used to drive routing decision | ||
| Full classification audit trail on every case | ||
| Works across all inbound channels simultaneously | ||
| No queue-reading or manual sorting required |
ResolveCX AI
Eliminate Manual Triage. Let Agents Resolve, Not Sort.
See how ResolveCX AI classifies every complaint on arrival and surfaces the category, confidence score, and suggested response, before any agent opens the queue.
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