What problem does it solve? Customer complaints are regulated events from the moment they are expressed, and mishandling the first response — a generic acknowledgement, a defensive reply, or an accidental admission of liability — escalates the complaint and creates regulatory exposure. ## Core Features & Use Cases - Complaint Recognition: Identifies any expression of dissatisfaction as a complaint, including passing remarks and phrases like "I'm not complaining, but", and ensures it is logged. - Structured Classification: Classifies each complaint by root cause, product, alleged financial loss, alleged distress, and repeat history from the same customer. - Escalation Triggers: Routes complaints immediately when they involve vulnerability indicators, fraud or discrimination allegations, threats of publicity or legal action, or repeat issues. - Use Case: A customer mentions in passing that a fee was charged unfairly for the second time. The Skill guides the agent to log it as a repeat complaint, acknowledge the specific issue in the customer's words, state the applicable timescale and owner, and escalate it immediately. ## Quick Start Use the complaint handling skill to draft an acknowledgement and classification for this customer message about an incorrect charge.
