Fragmented.
Every channel holds part of the story. None of them holds all of it.
What actually happened with this complaint?
Know what really happened. Every call. Every promise. Every deadline.
See it worked throughA complaint is a story
told in ten systems.
The customer remembers one conversation. The evidence is spread across call recordings, inboxes, chat logs, case notes, orders and payments, and nobody reads it end to end.
Rebuilt by hand.
Handlers piece the timeline together from memory, notes and screenshots, one case at a time.
Closed on half the facts.
Responses go out before anyone has checked what was promised, and whether it was kept.
What the AI reads.
Every channel the customer used and every system that acted on the case, put back in order and checked against your policy.
In
- Call recordings
- Emails & letters
- Chat & social
- CRM case notes
- Orders & deliveries
- Refunds & credits
At work
- Sense Transcribes calls and reads letters and chats.
- Understand Builds one timeline: who said what, and when.
- Check Checks each step against policy and what was promised.
- Anticipate Flags deadlines at risk and causes that repeat.
- Operate Drafts the response and routes it for sign-off.
Out
One case reconstruction. Every event linked to its source.
The whole case.
In the order it happened.
Not a summary to trust. A reconstruction your handlers can check line by line before anything is sent.
7 on record · 2 gaps · 1 breach
| When | What happened | Status | Source | Channel |
|---|---|---|---|---|
| Complaint raised | ||||
| 2 Jun | Order delivered, left at door | On record | Carrier scan · photo | Logistics |
| 3 Jun | Customer reports blender arrived cracked | On record | Call recording · 00:40 | Phone |
| 3 Jun | Adviser promises a callback within 48 hours | On record | Call recording · 04:40 | Phone |
| 3 Jun | Complaint acknowledged | On record | Outbound email | |
| Handling | ||||
| 5 Jun | Callback due. No call made, no task created | Breach | Telephony log · CRM tasks | Phone |
| 8 Jun | Customer chases: “Nobody called me back” | On record | Inbound email | |
| 10 Jun | Refund of £49.00 against a £64.99 order | Gap | Payments ledger | Finance |
| Resolution | ||||
| 11 Jun | Replacement shipped | On record | Order system | Logistics |
| 13 Jun | Customer asks for an update | On record | Web chat transcript | Chat |
| 16 Jun | Final response due. Not yet drafted | Gap | Complaint policy CH-01 · §5.1 | none |
Promise made
“I'll call you back within 48 hours with a date for your replacement.”
Call recording CR-77310 · 04:40Policy
Commitments made to a customer are logged as a task, and met, or the customer is told before the deadline.
Complaint policy CH-01 · §3.4What the record shows
No outbound call, no CRM task and no message to the customer between 3 and 8 June.
Telephony log · CRM tasks · EmailConsequence
The customer chased on 8 June, and again by chat on 13 June.
Inbound email · Chat transcript
Dear Ms Rowe,
You told us on 3 June that your blender arrived cracked.1 Our adviser promised to call you back within 48 hours, and we did not.2 I'm sorry. That should not have happened.
Your replacement was shipped on 11 June.3 We refunded £49.00 on 10 June but not your £15.99 delivery charge.4 We have now refunded it.
We have also changed how callbacks are scheduled in the team that handled your case.
- Call recording CR-77310 · 00:40
- CR-77310 · 04:40 · Telephony log
- Order system · shipment 58812-R
- Payments ledger · refund RF-3391
Checks before sending
- Every statement matches the record
- Missed callback acknowledged
- £15.99 delivery refund Needs approval
- Root cause logged: callback never scheduled
Sign-off
- Case handler Pending
- Team lead Pending
Drafted by the AI. Sent only when a person approves it.
Illustrative example. Customer, case, records and dates are fictional.
Built for regulated service.
Complaints carry personal data and regulatory deadlines. The AI is built around both.
Personal data stays inside.
Runs in your environment. Sensitive details can be redacted before anyone outside the case sees them.
How Check redacts ↗People sign the response.
The AI drafts and cites. Your handlers edit, approve and send.
How Operate works ↗Every case teaches the next.
Root causes are recorded across cases, so a missed callback in one queue shows up as a pattern, not an anecdote.
How Anticipate works ↗Same records.
Other problems.
The evidence behind a complaint answers other questions too.
Which invoices are we overpaying?
Invoice errors
Catch overbilling, duplicates and mistakes before payment.
See how →Did they deliver what the contract says?
Contract compliance
See whether obligations were actually met.
See how →Is the supplier’s evidence complete?
Supplier quality
Find missing or inconsistent evidence.
See how →What does this new rule change for us?
Regulatory changes
Map new rules to what the business must change.
See how →Bring us the complaint that got away.
Send us a closed case file. We’ll reconstruct it and show you what the record says really happened.
Talk to us →LondonDiscovery AI Limited · United Kingdom
HyderabadReDscvry Technology Private Limited · India
ChennaiReDscvry Technology Private Limited · India