Role-Based Programme
RB1281

AI for Complaint & Escalation Management

Smarter Resolution, Service Recovery & Customer Trust

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support Complaint and Escalation Management across intake, analysis, prioritisation, response, resolution, and reporting.
  • Apply AI to analyse customer complaints, identify recurring themes, assess impact, and structure escalation information.
  • Use AI to improve complaint responses, escalation briefs, service-recovery plans, follow-up communication, and case documentation.
  • Develop practical skills for root-cause exploration, complaint trend analysis, stakeholder coordination, and preventive action planning.
  • Understand responsible AI use, customer confidentiality, privacy, factual accuracy, empathy, and human oversight in sensitive complaint situations.

Tools covered

Generative AI AssistantsComplaint AnalysisSentiment AnalysisCase SummarisationRoot-Cause Analysis SupportEscalation PrioritisationResponse DraftingService Recovery PlanningTrend AnalysisComplaint Reporting

Who should attend

  • Complaint Management Professionals
  • Escalation Managers
  • Customer Service Managers
  • Customer Support Managers
  • Customer Experience Managers
  • Customer Success Managers
  • Service Recovery Professionals
  • Grievance Handling Professionals
  • Customer Relations Managers
  • Contact Centre Supervisors
  • Quality Assurance Professionals
  • Service Delivery Managers
  • Customer Operations Professionals
  • Customer Service & Customer Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service, complaints, or escalation processes
  • Familiarity with customer interactions, service failures, support cases, or issue resolution is helpful
  • Basic communication, analytical, and digital-tool skills
  • No programming or technical AI knowledge required
  • Prior AI-tool experience is helpful but not mandatory

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to complaint and escalation workflows
  • Exploring AI support across complaint analysis, communication, escalation, resolution, and reporting
  • Distinguishing AI assistance from CRM, ticketing, workflow, and case-management platforms
  • Understanding AI limitations, hallucinations, bias, and reputational risks
Practical activities
  • Identifying recurring complaint-management activities suitable for AI assistance
  • Comparing traditional and AI-assisted complaint-handling workflows
  • Mapping AI opportunities across the complaint-resolution lifecycle

Scenarios

Serious Customer Complaint to Resolution Plan

Customer Complaint → Case History → Impact Assessment → Sentiment & Severity → Escalation Decision → Root-Cause Hypotheses → Service Recovery → Customer Communication

Participants use AI to analyse a complex customer complaint, structure the available evidence, assess escalation requirements, and prepare an appropriate service-recovery and communication plan.

Recurring Complaints to Preventive Action Plan

Complaint Data → Issue Categorisation → Trend Analysis → High-Impact Themes → Root-Cause Investigation → Corrective Actions → Preventive Actions → Leadership Summary

Participants use AI to analyse recurring complaints across multiple cases, identify major themes and possible causes, and prepare a structured preventive improvement plan for management review.

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