# Customer complaints · Use cases · Dscvry

> Apply Dscvry to customer complaints: read calls, emails, case notes and policy rules to reconstruct what happened and whether it was handled correctly.

Source: https://dscvryai.com/use-cases/customer-complaints/

# What actually happened with this complaint?

Know what really happened. Every call. Every promise. Every deadline.

See it worked through ·

1. [Home](https://dscvryai.com/)
2. [Use cases](https://dscvryai.com/#use-cases)
3. Customer complaints

## A 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.

### Fragmented.

Every channel holds part of the story. None of them holds all of it.

### 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

1. [Sense](https://dscvryai.com/technology/sense/) Transcribes calls and reads letters and chats.
2. [Understand](https://dscvryai.com/technology/understand/) Builds one timeline: who said what, and when.
3. [Check](https://dscvryai.com/technology/check/) Checks each step against policy and what was promised.
4. [Anticipate](https://dscvryai.com/technology/anticipate/) Flags deadlines at risk and causes that repeat.
5. [Operate](https://dscvryai.com/technology/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.

Case timeline · Where it went wrong · Response pack ·

Case CX-20418 · Damaged delivery Illustrative

**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 | 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 | 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 |

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
https://dscvryai.com/technology/check/

### People sign the response.

The AI drafts and cites. Your handlers edit, approve and send.

How Operate works
https://dscvryai.com/technology/operate/

### 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
https://dscvryai.com/technology/anticipate/

## 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 →
https://dscvryai.com/use-cases/invoice-errors/

Did they deliver what the contract says?

### Contract compliance

See whether obligations were actually met.

See how →
https://dscvryai.com/use-cases/contract-compliance/

Is the supplier’s evidence complete?

### Supplier quality

Find missing or inconsistent evidence.

See how →
https://dscvryai.com/use-cases/supplier-quality/

What does this new rule change for us?

### Regulatory changes

Map new rules to what the business must change.

See how →
https://dscvryai.com/use-cases/regulatory-changes/

Compliance solution
https://dscvryai.com/solutions/compliance/

More in Customer service
https://dscvryai.com/#use-cases

Every use case
https://dscvryai.com/use-cases/

## 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 →](https://dscvryai.com/contact/?topic=Customer%20complaints%20inquiry)

**London**Discovery AI Limited · United Kingdom

**Hyderabad**ReDscvry Technology Private Limited · India

**Chennai**ReDscvry Technology Private Limited · India