Complaint Management demo
Every complaint read, classified and routed in minutes, and the patterns across them shown before a regulator sees them. 1:14
What the demo shows
A complaints solution for lenders that sorts and routes every complaint and finds patterns.
Six agents read each complaint from each channel as it arrives, classify and flag it, set its regulatory clock and draft a factual response, then group complaints into themes on a 90-day strip; a theme that spikes across channels goes to its owner as one issue with its root cause and the borrowers affected.
Transcript
- Complaint Management reads every complaint a lender gets and groups them into themes.
- Today, each channel has its own queue, so patterns surface late after the regulator.
- Here are 90 days of complaints lined up with what the bank changed.
- overnight 63 complaints arrive watch the escrow theme escrow shortage after transfer doubles 19 to 40 flagged likely systemic across three channels
- the investigator finds the cause a tax listed as due was paid in august 1140 loans got the same false bill the
- tax will be paid twice Each borrower has a factual response drafted on its 15-day clock.
- Joelle sends it to servicing as one issue days after the statements went out.
- Built on Botminds: agents, data, screens, and governance on one platform.
Transcribed from the film’s narration. Captions are on the player.