Turn Complaints into
Prevent Regulatory and
Customer Success
with Enlighten AI
Reputational Risk
Transform Your Complaint
Consumer complaints have high stakes for companies, particularly those in regulated industries such as financial services. Complaints can affect an entire organization, from risk and compliance to customer service, marketing and more. Enlighten AI streamlines complaint management programs by identifying and classifying every interaction that contains a complaint and automating a closed-loop remediation and reporting process. Organizations can prevent future occurrences of complaints by uncovering product, process or skill-based issues that lead to dissatisfaction.
20+
years of analytics innovation
500+
patents
180,000,000+ interactions
analyzed per day
The most comprehensive and expansive interaction dataset in the world, with
Enlighten AI for Complaint Management uses purpose-built AI complaint models derived from:
39%
market share leader
With Enlighten AI for Complaint Management, companies get the deepest CX analytics domain expertise.
3/5
top US finanical services firms
Trusted by the world's largest brands
2/3
top global media companies
4/5
top US teleco organizations
top US healthcare companies
Management Strategy with
Artificial Intelligence (AI)
CONTENTS
Learn More About Enlighten AI for Complaint Management
Transform Customer Complaints into Business Success
Streamline Complaint Management with a Complete Solution
Better Prepare Agents for Complaint Handling
Prevent Future Complaints
Remediate Complaints and Track Resolution
Identify and Categorize Every Complaint
Automate Every Step in Your Complaint Management Program
Introduction
top US
Consistently and accurately identify, classify and report on complaint risk for every interaction.
Protect your reputation.
Identify
Automate remediation workflows by complaint type and track resolution.
Remediate
Reduce future complaints by diagnosing the root cause, prioritizing mitigation actions and tracking progress.
Prevent
Comply with regulations.
Identify product and process issues.
Improve agent performance.
Increase customer retention.
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Improve Regulatory Compliance and Deliver Better Business Outcomes
Organizations are required to identify, classify, report and remediate all complaints. However, many complaint management and tracking processes and procedures fail to meet today’s regulatory requirements. What companies require is efficient, proactive complaint management driven by AI and analytics technology. Enlighten AI for Complaint Management is built using an AI framework that is scalable, accurate and able to adapt easily as regulations change. The solution is delivered out-of-the-box and can be customized to an organization’s definition of a complaint to further increase identification accuracy. Once a complaint is identified, it is then classified by reason along with information such as the customer sentiment and escalation status to ascertain risk. Dashboard and reporting templates are used to report to regulators and monitor ongoing trends and volume broken down by location, product or department. This helps mitigate financial risk, improve the customer experience and boost operational efficiencies.
“Enlighten AI holistically captures data and extracts insights we weren’t previously able to access, filling in our most critical gaps.”
-Customer Analytics Leader
Monitor trends by volume, type, location, customer sentiment and more
Click to Enlarge Image
Get Ahead of Complaint Response
“Enlighten AI immediately gave us powerful insights into agent behavior and helped us develop a new skills framework with online coaching content and micro-courses to improve those behaviors.”
-Leader, Special Projects
Automatically respond to complaints using pre-built workflows
Respond to sensitive, high-risk complaints proactively with automated workflow rules that prioritize and escalate interactions that need immediate attention. Pre-built workflows can be customized using an easy drag-and-drop visual interface that increases the efficiency in the remediation process. The workflow process includes an integrated document trail, case management to track and report on resolution closures and a personalized dashboard for reviewers to retrieve and respond to complaints that they have been automatically assigned.
Turn Complaints into an Opportunity to Strengthen the Customer Experience
“We were sold on the ability to get the right information, without delay, identifying the drivers behind customer calls.”
-Manager of Operations, Support Technology
Complaints are a symptom of a product, process or skill-based issue and can directly impact customer retention, new business acquisition and operational costs. Prevent complaints from happening in the first place with a holistic view of performance across all channels, including email, chat, SMS, voice and more, that delivers proactive insights that impact the customer experience.
Analyze complaints by customer, location, teams and more. Correlate complaints with negative sentiment, repeat contact, long calls, escalations and other business metrics. Discover unknowns as well as recurring issues in your interaction data with early-warning systems. Track complaints across the customer lifecycle.
Provides supervisor dashboards, making it easy to see which agents are struggling and require focused coaching
Routes high-priority complaints to supervisor for review
Delivers real-time guidance to agents during a call via desktop prompts regarding the steps that need to be taken to resolve a complaint
Agents who are unable to provide customers with the assistance they need can generate even more customer complaints. With the right level of knowledge and soft skills, however, agents can prevent complaints from happening or de-escalate existing issues. Enlighten AI for Complaint Management automatically:
Continuous Improvement Loop
Streamline Complaint Management
Enlighten AI for Complaint Management takes a holistic approach to complaints and works to continuously improve over time and adapt to changing requirements. It meets the needs of complaint regulations compliance with a closed-loop audit, remediation and reporting process, and improves operations with root cause analysis.
Analysts
Compliance
Regulators get detailed, accurate reports that are produced effortlessly.
with a Complete Solution
Regulators
Analysts can uncover complaint drivers that negatively impact the business using real-time contact center dashboard monitoring.
Compliance teams and supervisors are automatically sent interactions for review with advanced workflows for remediation or targeted coaching.
Management with a Complete Solution
Protect Your Reputation
Comply with Regulations
Identify Product and Process Issues
Increase Customer Retention
Improve Agent Performance
Transform Customer Complaints
into Business Success
Deliver Exceptional Experiences
Increase in customer sentiment
33%
Improvement in escalation procedures
25%
Reduce Regulatory Risk
Reduction in manual analysis, tracking and reporting
15%
Improve Operational Efficiencies
Reduction in cancellations
10%
Prevent Customer Churn
Coverage with personalized agent coaching
100%
Reduce Performance Variability
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Learn More About
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About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction.
www.nice.com
Enlighten AI for
Complaint Management