Insight 2 Value demo Complaints Management solution at Forum
This month, at the 22nd Annual Complaints Management Forum, industry leaders from some of the biggest banks, funds and insurers gathered together to explore solutions to improve the complaints management and customer journey process. Insight 2 Value’s Chief Operating Officer, Steve Hannigan, was part of the panel of experts who shared their insights in the engaging session ‘Enabling colleagues to create good customer outcomes’.
At the event, we also shared a demonstration of our Complaints Management Solution built on ServiceNow’s customer workflow platform.
In the following demo clip, we show how we have integrated the complaints management workflows with GenAI to assist handlers.
The complaints playbook provides step-by-step guidance to manage the lifecycle of the case. The solution:
- Automates the complaint classification
- Detects vulnerability in line with the Ombudsman’s definition of Vulnerability
- Suggests appropriate actions to address the individual’s specific needs
The playbook feature acts as the perfect guardrail for Gen AI Assisted complaints management and customer service. The agent saves time by having the fields completed by Gen AI input but importantly it clearly labels if the data is provided by the large language model. The complaints handler can then review it and has the option to overwrite Gen AI input or modify the response if they think it is necessary or if they have additional insights or information. The productivity savings are huge but crucially, the Complaints team remain in control – that’s a win-win.
