AI Classification for Cases, Complaints and Inquiries

No. ResolveCX AI classification covers inbound cases, complaints and inquiries using available, authorised case information. It identifies a category to support the right handling path, including team routing or immediate escalation under configured rules. Available intake sources depend on your implementation.

An authorised handler checks the original inbound content and supporting information, then corrects the category or routing where needed. Agree how uncertain classifications and routing exceptions are handled in your configured workflow. Corrections do not imply that the model learns from them.

The identified category is matched to your agreed category-to-team routing rules. Where configured, that mapping can direct a case, complaint or inquiry to the appropriate team. Your organisation defines ownership and exception handling; teams retain oversight and responsibility for case decisions.

Yes. Where the configured handling rules require it, an identified category can send the case straight to an escalation path rather than a standard team queue. Agree the qualifying categories, escalation criteria and responsible specialists for your implementation. A category does not replace regulatory, safeguarding or other specialist assessment.

Category choices and their relationship to team-routing and escalation rules need to be agreed for your implementation. Bring representative cases, complaints and inquiries alongside your current taxonomy to discovery. Validate reporting and regulatory requirements separately with the relevant specialists.

No. An AI-suggested category does not establish regulatory status, liability or compliance. Qualified reviewers assess the complaint evidence and applicable obligations, then decide how the case should be handled.