Voice of Customer Agent you can leverage to remove the risk and inconsistency from manual complaint handling. TAZI VoC Agent classifies every communication and complaint by severity and case type — instantly and automatically — even when no trigger words are present, so compliance and service teams can act on the right cases without delay. The agent also predicts sentiment, category, and subcategory to help you handle each communication or complaint.
Severity classification accuracy for complaints containing trigger words.
One month of complaints classified in a single minute, immediately and automatically.
Share of Level 3 complaints found mislabeled despite containing a Level 3 trigger word.
Classify the severity of complaints containing trigger words with 100% accuracy, ensuring regulatory cases are never missed.
Go beyond keyword matching — classify complaint severity and case type even when no trigger words are present.
Analyze a full month of complaints in one minute, classifying each complaint automatically and immediately.
Add new classification use cases easily as needs evolve.
Connect complaint records from across channels into a single flow.
The Agent applies trigger-word rules to flag known regulatory cases and uses LLMs to classify cases beyond keywords, catching complaints the keyword process misses.
Surface the highest-severity cases for immediate action. Detect shifts in communication topics and sentiment.
Route the team to the highest-severity complaint cases first.
A US bank used TAZI's VoC Agent to analyze 14K customer complaints. The most common topics were Deposit Accounts, Customer Service, and My Synovus, while the highest volume of Level 3 complaints came from Consumer Loans, Deposit Accounts, and Mortgage. The Agent identified 42 Level 3 complaints that had originally been labeled Level 1, and found that 24% of Level 3 complaints were mislabeled despite containing a Level 3 trigger word.
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