AI Complaints Agent
From escalation risk to rapid resolution
AI Complaints Agent transforms the way public sector teams handle complaints, triaging issues instantly, supporting staff with consistent, policy-aligned responses and ensuring citizens feel heard, respected and their issues resolved.
Delivering solutions for
Complaints increasing, as are expectations
Public services face increasing scrutiny over how complaints are managed.
- Slow response times that increase frustration and risk formal escalations
- Inconsistent handling when information is scattered across systems and teams
- Missed risk indicators when staff don't have immediate context
- Reduced trust when citizens feel their concerns aren't acknowledged clearly
AI Complaints Agent from Storm ID
AI Complaints Agent is purpose built for frontline and citizen facing public services. Purpose-built for public sector service delivery, it provides support in real time, helping to resolve enquiries faster, more accurately and with confidence. This isn’t another chatbot. It’s an AI-powered service agent that assists your team by understanding intent, applying your policies, referencing trusted knowledge and suggesting the next best action or providing resolution.
Use cases
Immediate triage and classification
Identify complaint type, severity, sentiment, risk factors and required actions within seconds.
Consistent, policy-aligned response drafting
Prepare clear, fair and compliant responses for staff to review and approve and even automate depending on assessed risk.
Smarter routing and prioritisation
Ensure urgent, sensitive or high-risk complaints reach the right specialists quickly.
Human-in-the-loop control
Staff approve, adapt or send all responses - the AI supports, but never replaces, human judgment.
Full transparency and auditability
Every action, recommendation and decision path is logged and explainable.
AI assistance helps service teams deliver faster, clearer and more consistent support. Empowering staff rather than replacing them.”
How AI Complaints Agent supports your workflow
- 1Understand the complaintEmail, chat, web forms or uploads are analysed instantly. The AI extracts key issues, sentiment, context and required policy considerations.
- 2Recommend the best route or responseUsing your complaints procedures, regulations and service policies, the AI suggests a draft response, identifies risks, and recommends routing or possible escalation actions.
- 3Deliver and recordResponses can be sent automatically or reviewed by staff. All actions are logged into your CRM, case management system or complaints platform.
“Designed to support, not automate away, human judgment, AI Complaints Agent ensures each complaint is handled fairly, consistently and transparently.”
Where AI Complaints Agent delivers impact
Complaints demand careful handling. AI Complaints Agent supports teams in delivering consistent, accountable and timely responses that build trust, reduce escalation and improve citizen experience.
Use cases
Citizen complaints and service dissatisfaction
Automatically classify issues, summarise key points and draft clear, fair responses.
High-risk or sensitive cases
Surface indicators of vulnerability, legal or reputational risk, enabling faster escalation to senior reviewers.
Ombudsman-related workflows
Provide clear summaries, ensure procedural compliance, and support evidence gathering.
Multi-channel complaints intake
Standardise complaints received through email, web forms, social media or live chat.
Internal complaints (staff, HR, safeguarding)
Support confidential and consistent handling of sensitive internal matters.
Prioritising what matters most
We don't just deploy new technology. We work with you to identify where AI can strengthen your complaints process and deliver measurable improvements. We deliver:
- Discovery Workshops - Map complaint pathways, service pressures and resolution challenges
- Feasibility Assessment - Confirm data readiness and compliance fit
- Impact Modelling - Quantify improvements in resolution times, escalation reduction and service satisfaction
- Implementation Roadmap - Phase rollout for quick, safe results and scalable long-term impact
Our impact modelling supports a strong business case, helping secure funding, leadership support and confidence in adopting AI ethically and transparently across complaints operations.
Built for trust
Security and compliance at the core. Handling complaints means dealing with sensitive information, personal stories and potential legal implications. AI Complaints Agent is designed around transparency and trust:
Crown Commercial Service Supplier
ISO aligned
GDPR-compliant
Regional model hosting
End-to-end auditability
Controlled access
Why now is the moment to modernise complaints handling
Complaints volumes are rising and scrutiny is intensifying. Citizen expectations for fairness and clarity continue to grow. Traditional processes can’t keep pace. Meanwhile:
- Digital-first expectations are here
- Regulations and audit requirements are increasing
- Other public sector bodies are already raising the bar with automation
- AI is now secure, explainable and deployable in weeks and months
However, many organisations get stuck after early pilots due to unclear ROI, slow integrations or lack of measurable benefits. How we help you move from pilot to progress.
AI Complaints Agent is designed to break through these barriers by:
- Building evidence-based business cases
- Providing rapid, low-risk integration
- Supporting change management and staff confidence
- Delivering clear, measurable improvements in complaint resolution
From escalation to effective resolutions
Transforming how teams work. AI Complaints Agent helps public sector teams move from reactive complaint management to proactive, fair and consistent resolution. Organisations typically see:
- Faster complaint responses - Reduce resolution times dramatically while maintaining quality and fairness.
- Reduced escalation and repeat complaints - Early risk identification and consistent communication prevent issues from worsening
- Improved quality and consistency - Policy-aligned recommendations ensure fairness and transparency across every case.
- Less manual burden for staff - Teams spend less time analysing long complaint narratives and searching for information.
- Improved public confidence - Citizens feel heard, acknowledged and respected, improving overall trust in services.
Imagine what AI Complaints Agent can do for you
Whether your goal is to improve response times, reduce escalation, or strengthen fairness and transparency, AI Complaints Agent provides a safe, practical path to transforming your complaints handling. Book a demo and discover how you can deliver faster, fairer and more accountable complaint resolutions, starting today.