Complaint category
Billing, refund, delivery, service, cancellation, privacy and custom categories.
RESOLUTION AI
Find the customer problem before it becomes a bigger problem.
ActionNudge detects complaints and escalation signals inside ordinary conversations, structures the case, and helps the right person act with full context.
CRITICAL CASE#AN-1048
Possible duplicate billing
Customer contacted support three times and mentions disputing the transaction with their bank.
SENTIMENTVery negativeEXPOSURE$199CHARGEBACKHigh riskCONTACTS3
CASE INTELLIGENCE
Structure the complaint without losing the conversation.
Every case keeps the original message thread while organizing the operational details managers need.
Severity + priority
Separate what sounds negative from what is truly urgent for the business.
Financial exposure
Capture explicit amounts and distinguish confirmed exposure from estimates.
SLA context
Track deadlines and escalate when a high-priority case is approaching breach.
Recommended resolution
Give agents a structured next step based on conversation context and business rules.
Audit history
Record assignments, approvals, notes, AI actions and resolution changes.
ESCALATION SIGNALS
Repeated contact and risky language should not hide in a thread.
ActionNudge can surface language such as bank disputes, cancellation threats, legal escalation and repeated failed contacts. Detection creates review priority, not an automatic legal conclusion.
Bank dispute / chargeback wordingRepeated customer contactCancellation or churn signalsLegal or regulatory escalation language
IMPACT ↑
Monitor
Normal
High
Normal
High
Critical
LIKELIHOOD →HUMAN-CONTROLLED RESOLUTION
AI recommends. Policy governs. People approve.
A high-risk recommendation should never bypass company rules. ActionNudge can require manager approval based on amount, case type, role or confidence.
AI RECOMMENDATION
Verify duplicate transaction and prioritize refund review.
Reason: customer reports duplicate billing and bank-dispute intent.
Approval requiredFinancial action exceeds automatic policy.
Make unresolved customer risk visible.
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