Users make a complaint when they are not satisfied with the service provided by the particular company they are dealing with.
There is a proper channel where they raise their complaints.
Initially, they inform customer care.
The agent in the customer care department tries to resolve the issue.
Here the duty of the agent is to solve the issue.
If they do not do so, then our Cognitive View platform detects it and alerts the higher official through notification via RE-mail.
When the agent-customer conversation is uploaded to the platform, with proper analytics we are able to capture the misconduct.
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