Triaging Customer Complaints
Classify an incoming complaint against regulation and internal procedure, route each issue it raises, and flag anything that needs priority escalation.
About this use case
AI models can use regulatory requirements and internal policies to help compliance teams classify and route incoming customer complaints. This triage-based approach reduces turnaround time for complaint resolution, improves compliance consistency, and helps ensure that complaints with legal or regulatory implications are escalated quickly.
The AI assistant can flag potential compliance issues, recommend next steps, and support more complete documentation for review.
A disputed electronic funds transfer can be marked for Regulation E provisional-credit review, a complaint alleging misleading loan terms can be escalated for fair lending and UDAAP attention, and a complaint that raises several issues at once can be routed section by section to the right control function.
Documents to consider
- Regulatory guidance
- Customer complaint transcripts
- Prior case outcomes
- Internal policies and procedures
The prompt
Written to be pasted straight into your AI assistant, with the documents it asks for attached. Request access below and we’ll send it over.
Files
Nothing to download here. This prompt runs against your own institution’s material — the documents it lists above.
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