Products / SupportAI / Complaints & Claims
SupportAI Solution
When something has gone wrong, make the next step easier.
Claims and complaints are moments when customers need clarity, speed and confidence. Yet the beginning of these journeys often involves repetitive information gathering, triage and administration before the right person can even begin resolving the issue.
Claims & Complaints uses conversational AI to create a more intelligent first point of contact, capturing the right information, understanding the requirement and determining the appropriate next action.
Better information. Faster routing. Less friction for everyone.
Where AI Fits
Not every claim or complaint should be “handled by AI”.
And that’s an important distinction.
The objective isn’t to remove people from sensitive or complex customer situations.
It’s to use AI intelligently where it can genuinely improve the journey.
That might mean simply capturing the initial information.
For another process, it could mean asking structured follow-up questions.
For another, arranging an appointment.
And for appropriate journeys, AI may be able to progress significantly further.
Capabilities
What It Can Do
SupportAI can be configured to:
Understand
Identify whether the customer is making a claim, raising a complaint or needs another form of assistance.
Capture
Gather relevant customer, vehicle, product and incident information.
Clarify
Ask appropriate follow-up questions when information is incomplete.
Inform
Provide approved information about the process and next steps.
Triage
Determine the appropriate workflow based on the information supplied.
Progress
Create a next action, appointment, task or structured case input.
Escalate
Recognise situations requiring human judgement and route them appropriately.
Use Case
From first contact to the right team.
A customer contacts the business about a claim. Rather than entering a generic contact queue:
01
AI identifies the reason for contact
02
Captures the required customer, vehicle and incident information
03
Asks relevant follow-up questions
04
Provides approved next-step information
05
Determines whether the journey can continue digitally or needs human intervention
06
Creates the appropriate next action with context attached
Why This Matters
Better for the customer. Better for the business.
For the Customer
Less friction at the worst moment
- Less repetition
- Faster acknowledgement
- Clearer next steps
- 24/7 initial access
- Less uncertainty
For the Business
Better information, better routing
- More structured information
- Reduced repetitive administration
- More consistent triage
- Better routing
- Improved visibility
- Employee time focused where judgement matters
AI + your people
Human when it matters most.
A complaint can involve frustration.
A claim can involve complexity.
Some situations require empathy, judgement, authority or specialist knowledge. Those are exactly the situations where people should remain involved.
SupportAI can help remove the repetitive work surrounding those interactions so employees have more time to focus on resolution rather than administration.
“Claims and complaints are a great example of where the goal shouldn’t be ‘replace the person’. The goal is to use AI to make the process around that person dramatically better, gathering information, understanding the issue and getting the customer to the right next step faster.”
Chloe Tallett
“
The biggest improvement is the quality of the information reaching our team. Customers can explain what they need immediately, the initial information is captured consistently and our people can start much further into the process rather than beginning every interaction from scratch.
Magdalena Williams | Claims Manager | GardX Assure
Practical AI · Built for automotive retail · Measurable outcomes
Better customer outcomes start with a better first interaction.
See how conversational AI can remove friction from claims and complaint journeys.
Practical AI, built for automotive retail. Delivering measurable commercial outcomes across every stage of the customer journey.
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