Course Summary

AI is becoming increasingly integrated into everyday life, with more people using AI tools to draft and submit complaints. As a result, organisations are receiving a growing number of complaints that have been fully generated or assisted by AI.

While AI can help people communicate their concerns, it can also produce complaints that are more complex, contain inaccurate information, or make it difficult to identify the key issues that need to be addressed. Our Handling AI-Generated Complaints online training course provides you with the knowledge, skills, and confidence to manage AI-assisted and AI-generated complaints effectively while maintaining the principles of good complaint handling.

Explore the impact of AI on the complaints process and examine the opportunities and risks it presents. Learn how to recognise the characteristics of AI-generated complaints, understand the challenges they can create, and apply practical approaches to responding fairly, proportionately and consistently.

Learn how to communicate clearly and empathetically when handling AI-assisted complaints. Develop practical techniques for verifying information, managing complex or high-volume submissions, and ensuring complaints are assessed fairly, accurately, and in line with organisational policies and good practice. Gain expert advice on managing challenging, persistent and vexatious AI-assisted complaints.

By the end of the day, you will be able to respond to AI-generated complaints, maintain effective and person-centred communication and deliver fair, evidence-based, customer-focused outcomes.