The impact
Reduce manual evidence review
Calls, notes and correspondence become searchable instead of requiring the investigator to reconstruct the case from separate sources.
Make the case easier to trace
Timelines and answers are returned with the supporting source material so reviewers can see where the facts came from.
Standardise the response pack
The same evidence structure can be used across cases, improving consistency and handover.
Keep complaint judgement human
The Application prepares the evidence and response material while the accountable person decides the outcome.
The problem
Complaint investigations can require hours of listening to recordings, reading notes, checking correspondence, comparing policy and reconstructing a timeline. Important details are easy to miss, and evidence packs can vary depending on who carried out the investigation.
What the Application does
AIMAI built the Application to organise the evidence around a complaint. It ingests calls and case files, transcribes and indexes the material, connects relevant policies and procedures, lets authorised users search the case, builds factual timelines and returns answers with supporting sources. It then prepares a consistent evidence or response pack for accountable human review.
How it works
- Calls and case files received
- Recordings transcribed and evidence indexed
- Relevant policies and procedures connected
- Authorised user searches and questions the case
- Factual timeline and key facts assembled
- Evidence or response pack prepared for human decision
What it uses
- Call recordings
- Case notes and correspondence
- Relevant policies and procedures
- Complaint or regulatory response templates
What it produces
- Searchable case record
- Evidence-backed answers
- Chronology and key facts
- Structured evidence or response pack
Where people stay in control
The Application organises and surfaces evidence but does not decide whether a complaint should be upheld. The accountable person retains judgement and responsibility for the final response.
The result
Investigators work from a searchable, evidence-led case record rather than manually reconstructing the complaint across calls, notes and policy documents. Facts are easier to trace, response packs are more consistent and the complaint outcome remains a human decision.
Could something similar work in your business?
It is likely to be relevant if:
- Complaint investigations involve recordings, notes, correspondence and policy material.
- Investigators spend significant time reconstructing timelines and finding evidence.
- Case packs vary depending on who prepares them.
- Reviewers need to trace factual answers back to the underlying evidence.
- The final complaint decision must remain with an accountable person.
Have a workflow like this?
Tell us how complaint evidence is gathered and reviewed today. If the process has similar recordings, case files, policy checks and accountable review, we can show you how an Application could be configured around your complaint-handling workflow.