AI-Assisted Complaint Intelligence
An end-to-end workflow that turns fragmented customer feedback into structured operational data, shared visibility, AI-supported interpretation and a management brief.
The project did not automate judgement. It automated the distance to it.
Customer complaints arrived through calls, WhatsApp messages and informal handoffs.
Individual issues could be resolved quickly.
But once the conversation ended, much of the operational context disappeared with it.
A late delivery, missing item or quality complaint might be handled as an isolated customer-service event.
But without a shared structured history, management cannot easily see whether similar complaints are appearing across the same route, client, process area or period.
A complaint in a conversation is a signal.
A complaint in a system becomes memory.