AI-BASED SMART CUSTOMER SUPPORT AND COMPLAINT RESOLUTION SYSTEM

Abstract

Customer support is an important part of every organization because customers expect quick, accurate, and convenient solutions to their problems. Traditional customersupport systems often depend on human agents to receive complaints, understand customer issues, search for solutions, and provide responses. As the number of customers increases, support teams may face large volumes of repetitive complaints, resulting in longer response times and increased workload. The AI-Based Smart Customer Support and Complaint Resolution System is proposed as an intelligent platform that uses Artificial Intelligence, Natural Language Processing, and Machine Learning to automate and improvwe customer-support operations. The proposed system allows customers to submit their questions, complaints, and service requests through a conversational interface. Natural Language Processing is used to understand the customer's message and identify the intent, complaint category, and important information. The system can classify complaints into categories such as payment issues, product problems, delivery delays, account-related problems, technical issues, and service requests. Relevant information can then be retrieved from an organizational knowledge base to generate an appropriate response. The system can provide automated solutions for frequently occurring and welldefined customer problems. AI-based sentiment analysis can identify whether a customer is satisfied, neutral, frustrated, or highly dissatisfied. Complaint priority can be determined based on factors such as urgency, complaint type, customer sentiment, and business rules. High-priority or complex complaints can automatically be escalated to human support agents with relevant customer information and previous conversation history. A centralized dashboard can help support teams monitor incoming complaints, resolution status, response times, complaint categories, customer sentiment, and escalation rates. The system can automatically create support tickets, assign categories, update complaint status, and maintain a complete history of customer interactions. Analytics can help organizations identify frequently occurring problems and areas where products or services need improvement.