The problem
Complaint and refund requests arrived by email and were checked one by one by hand. Each one had to be read, categorised and checked against the requirements for accepting or rejecting it, and unclear requests meant back-and-forth emails for the Client Executives.
What I built
Before building anything, I put together a business case — the cost of the manual process in hours and errors versus the cost of the tools — and presented it to the founder, with input from the Operations Director. Once approved, I rebuilt the process with an AI step that categorises each complaint, automatically checks it against the accept/reject requirements, and asks the submitter to resubmit when the request isn't clear.
Tools
The result
No manual handling
Manual input removed from the process, and Client Executives receive far fewer complaint emails to deal with.
Related service
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