Role-Based Programme
RB1280

AI for Complaint & Escalation Management

Smarter Resolution, De-Escalation & Customer Recovery

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Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how AI can support Complaint and Escalation Management across issue analysis, de-escalation, resolution planning, communication, and reporting.
  • Explore practical AI applications for identifying complaint themes, customer sentiment, urgency, risk, and escalation requirements.
  • Apply structured prompting techniques to create complaint summaries, response drafts, investigation questions, and resolution plans.
  • Use AI to improve productivity across complex-case reviews, stakeholder coordination, customer recovery, and recurring-issue analysis.
  • Recognise customer privacy, confidentiality, reputational risk, legal sensitivity, factual accuracy, and human-review requirements when using AI for escalated cases.

Tools covered

Generative AI AssistantsComplaint AnalysisSentiment & Intent AnalysisEscalation SummarizationResponse DraftingRoot-Cause Analysis SupportResolution PlanningCustomer CommunicationAI-Powered Reporting & Productivity Tools

Who should attend

  • Complaint Management Executives
  • Complaint Resolution Managers
  • Escalation Managers
  • Customer Escalation Specialists
  • Customer Service Managers
  • Customer Support Managers
  • Customer Experience Managers
  • Customer Success Managers
  • Service Recovery Professionals
  • Customer Care Managers
  • Grievance Handling Professionals
  • Quality Assurance Professionals
  • Customer Relations Managers
  • Contact Centre Supervisors
  • Complaint & Escalation Management Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer-service, complaints, or escalation processes
  • Familiarity with customer issues, service recovery, or stakeholder communication is helpful
  • Basic communication, problem-solving, and analytical skills
  • No programming or technical AI knowledge required
  • No previous AI-tool experience required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to complaint and escalation handling
  • Exploring AI applications across complaint analysis, prioritization, communication, resolution, and reporting
  • Understanding the difference between AI assistance, workflow automation, and human judgement
  • Recognising AI limitations, hallucinations, incomplete context, and inappropriate resolution suggestions
Practical activities
  • Identifying high-value AI applications across a typical complaint-management workflow
  • Comparing a traditional complaint-review task with an AI-assisted approach

Scenarios

Serious Customer Complaint to Resolution Plan

Customer Complaint → AI-Assisted Analysis → Severity & Sentiment → Missing Facts → Investigation → Resolution Options → Customer Response

Participants use AI to analyse a complex customer complaint, identify its severity and information gaps, and prepare a structured resolution and communication plan for management review.

Recurring Escalations to Service Improvement

Escalation Cases → AI-Assisted Theme Analysis → Recurring Issues → Possible Causes → Customer Impact → Corrective Actions → Management Summary

Participants use AI to analyse a set of complaint and escalation cases, identify recurring themes and service weaknesses, and prepare a structured improvement summary for operational stakeholders.

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