Role-Based Programme
RB1283

AI for Complaint & Escalation Management

Advanced Resolution Intelligence, Service Recovery & Customer Trust

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Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced capability to apply AI across complaint intake, classification, investigation, escalation, service recovery, resolution, and follow-up.
  • Use AI-assisted analysis to identify complaint severity, customer sentiment, business impact, recurring issues, root causes, and escalation requirements.
  • Apply AI to improve complaint communication, case documentation, investigation quality, stakeholder coordination, resolution planning, and management visibility.
  • Use AI-assisted analytics to reduce repeat complaints, improve resolution quality, strengthen service recovery, and protect customer trust.
  • Build responsible AI-enabled Complaint and Escalation Management workflows with strong privacy, governance, validation, fairness, escalation controls, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchComplaint ClassificationSentiment AnalysisEscalation IntelligenceRoot Cause AnalysisCustomer Communication SupportCase SummarisationSLA & Priority AnalysisService Recovery PlanningVoice-of-Customer AnalyticsQuality MonitoringWorkflow AutomationAI AgentsDecision-Support Tools

Who should attend

  • Complaint Management Professionals
  • Escalation Managers
  • Customer Service Managers
  • Customer Support Managers
  • Customer Experience Managers
  • Service Recovery Managers
  • Customer Relations Managers
  • Grievance Management Professionals
  • Quality Assurance Professionals
  • Customer Success Managers
  • Service Delivery Managers
  • Contact Centre Leaders
  • Customer Care Team Leaders
  • Complaint & Escalation Analysts
  • Leaders Responsible for Customer Resolution & Service Recovery

Prerequisites & Participant Readiness

  • Experience in customer service, complaint management, escalation handling, customer support, service delivery, or customer experience
  • Familiarity with complaint cases, customer communications, SLAs, escalations, service recovery, and case documentation
  • Basic awareness of Generative AI and common business applications
  • Comfort working with sensitive customer information, service records, and operational data
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, analytics, automation, and AI agents
  • Exploring AI applications across complaint intake, investigation, communication, escalation, and resolution
  • Distinguishing AI-assisted case management from autonomous customer-resolution decisions
  • Understanding hallucinations, bias, privacy, reputational risk, and human accountability
Practical activities
  • Mapping AI opportunities across the complaint-management lifecycle
  • Identifying activities suitable for augmentation, automation, or continued human ownership
  • Creating an AI opportunity map for Complaint and Escalation teams

Scenarios

Repeated Customer Complaint to Root-Cause & Service Recovery Plan

Complaint History → Sentiment → Evidence → Issue Clustering → Root Cause → Escalation → Resolution Options → Service Recovery → Preventive Actions

Participants use AI to investigate a repeated customer complaint, distinguish symptoms from systemic causes, develop an appropriate resolution, and create preventive actions to reduce recurrence.

Executive Escalation to Controlled Resolution & Trust Recovery

High-Risk Complaint → Fact Consolidation → Customer Impact → Stakeholder Escalation → Decision Options → Executive Communication → Resolution → Follow-Up

Participants use AI to structure a high-risk executive escalation, consolidate evidence, coordinate stakeholders, prepare decision support, and create a controlled resolution and customer-trust recovery plan.

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