Shaping Complaints Handling with AI - Reflections from Our Discovery Session

This week, we hosted our interactive webinar Shaping Complaint Handling with AI, where we explored how artificial intelligence can transform the way public sector organisations manage complaints.

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The session highlighted the growing challenges facing councils and housing providers - rising complaint volumes, increasing regulation, higher citizen expectations, and legacy systems that make handling complaints resource-intensive.

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Polling during the event confirmed what many already feel: the biggest frustration is the limited ability to uncover root causes and learn from complaints.

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That’s where our new solution, CaseTracker PRO, comes in. By enhancing CaseTracker and our Octavia AI capabilities, we’re creating a powerful platform that goes beyond case management to offer:

• Smarter complaint capture – conversational, citizen-friendly complaint capture designed for 2025 

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• Instant signposting and prevention - Our AI is able to distinguish genuine complaints from service requests or appeals and sign post / take them to the correct place automatically

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• Automated compliance reporting – regulator-ready reports at the click of a button.

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• Root cause analysis – AI-driven insights to identify patterns and lessons learned.

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• Efficient workflows – from automated acknowledgements to intelligent triage and case summaries.

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What stood out most during the webinar was the appetite for practical, immediate benefits. Automation of acknowledgements and compliance reporting were seen as game changers, saving teams days of manual effort and ensuring consistency with statutory codes.

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But we also looked ahead. From email-to-case automation to AI-assisted investigation responses, the future of complaint handling is set to move quickly.

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Our aim with CaseTracker PRO is simple: reduce administrative burden, free up staff time, and help organisations focus on improving services and citizen trust.

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Thank you to everyone who joined us, asked questions, and shared perspectives. The feedback is invaluable as we continue shaping CaseTracker PRO.

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If you’d like to see the capabilities in action or learn more about how AI can support your complaints process, please click here.

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