A complaints process on a large scale requires several processes. What was previously purely a back-office procedure has grown to the point where carriers must now connect both the front and back-offices to reach a resolution.
As requirements toward complaint handling processes are becoming stricter, there is a strong shift toward digitizing and automating processes, for example, with technologies like AI and ML cognitive bots.
Enterprises are now using omnichannel, intelligent automation, and case management features to help address complaints swiftly and accurately when they work together as part of a unified complaints solution.
Key takeaways from this video whitepaper:
- Striking the right balance between complexity and intelligence in complaints management
- An overview of complaints automation platform
- Proposed roadmap for complaints management transformation
- And more