Role-Based Programme
RB1282

AI for Complaint & Escalation Management

Issue Intelligence, Service Recovery & Customer Resolution

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop practical AI capabilities for complaint analysis, escalation handling, root-cause identification, and customer recovery.
  • Apply AI to analyse complaint histories, customer sentiment, recurring issues, business impact, service failures, and escalation risks.
  • Use AI to improve case summarisation, customer communication, internal escalation briefs, action planning, and resolution tracking.
  • Strengthen complaint-management decisions through prioritisation, trend analysis, service recovery, and continuous improvement.
  • Apply responsible AI practices related to customer privacy, sensitive cases, response accuracy, confidentiality, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchComplaint AnalysisSentiment Analysis ConceptsEscalation IntelligenceRoot-Cause AnalysisCase SummarisationCustomer Communication SupportSLA & Priority AnalysisKnowledge ManagementService Recovery PlanningExecutive Summarisation

Who should attend

  • Complaint Management Professionals
  • Escalation Managers
  • Customer Service Managers
  • Customer Support Managers
  • Customer Experience Managers
  • Customer Success Managers
  • Service Recovery Specialists
  • Customer Care Professionals
  • Grievance Handling Professionals
  • Escalation Specialists
  • Service Quality Professionals
  • Contact Centre Team Leaders
  • Customer Operations Professionals
  • Service Delivery Managers
  • Customer Service & Success Leaders

Prerequisites & Participant Readiness

  • Experience in customer service, customer support, complaint handling, escalation management, or customer experience
  • Familiarity with customer cases, SLAs, escalation paths, issue resolution, and service recovery
  • Basic familiarity with Generative AI tools is recommended
  • Ability to interpret customer, service, and operational information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, multimodal AI, and AI assistants
  • Exploring AI applications across complaint analysis, escalation, communication, and recovery
  • Understanding how AI differs from CRM, helpdesk, workflow, and case-management platforms
  • Recognising hallucinations, misclassification, and unsupported recommendations
Practical activities
  • Mapping the complaint-to-resolution lifecycle to practical AI applications
  • Identifying high-value versus high-risk AI use cases
  • Comparing traditional and AI-assisted escalation workflows

Scenarios

High-Severity Complaint to Customer Recovery

Complaint Intake → Severity Assessment → Sentiment Review → Root-Cause Analysis → Escalation → Corrective Action → Customer Communication → Recovery & Closure

Participants use AI to analyse a simulated high-severity customer complaint, determine escalation needs, prepare recovery actions, and develop clear customer communication through closure.

Recurring Complaints to Service Improvement Strategy

Complaint History → Trend Analysis → Issue Clustering → Root Causes → Process Gaps → Corrective Actions → Governance → Improvement Roadmap

Participants use AI to analyse recurring complaint patterns, identify systemic service issues, prioritise corrective actions, and develop a structured improvement roadmap to reduce repeat escalations.

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