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CX Service

Care & Complaint Transformation

Root-cause analytics plus AI-assisted resolution to transform care operations — one programme took complaints from 45,000 to 13,000 a month and resolution from 3 days to 15 minutes.

SF
The challenge

Care teams firefight symptoms while the same root causes generate the same complaints every month. Volume stays high, customers stay angry, and cost-to-serve never falls.

How I approach it

A clear path to a usable result

01
Attack root causes

Analytics to find the handful of drivers behind the bulk of your complaints — then fix the source, not the ticket.

02
Assist resolution with AI

AI-assisted workflows that put the right answer in the agent’s hands instantly and deflect the repetitive cases entirely.

03
Rewire the operation

Process, routing and escalation redesigned so resolution is fast by default, not heroic.

What's included

Deliverables

Root-cause complaint analyticsAI-assisted resolution workflowsProcess, routing & escalation redesignDeflection and self-serve designPerformance dashboard
Typical timeline
8–14 weeks
Engagement
Transformation engagement
Proven outcomes

What this has delivered

Signed-off results from comparable engagements — not projections.

−71%
Complaint volume
3d→15m
Resolution time
↓
Cost-to-serve
Frequently asked
How do you reduce complaints and resolution time?+
By combining root-cause analytics, journey redesign and AI-assisted resolution. On one telecom programme I cut complaints from 45,000 to 13,000 per month and resolution time from 3 days to 15 minutes.
Is this an AI project or a process project?+
Both — and that is the point. AI accelerates resolution, but the durable gains come from removing the root causes and rewiring the operation around them.
Related CX services
Customer Journey Redesign →Voice of Customer & Insight →CX Strategy & Vision →

Turn care from cost centre to strength

If the same complaints keep coming back, let’s find the root causes and design them out.

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