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Preemptive Complaint Automation (Before the Customer Calls)
This case describes a preemptive complaint automation system for a telecom contact centre. Each day and hour, it scans for high-risk accounts and error patterns using Oracle PL/SQL and shell scripts, fixes eligible issues before customers call, and writes back a clear audit trail. The result: fewer complaint calls, fewer escalations, and lower Average Handle Time (AHT).
Dashboard
Data refresh: Daily / Hourly (by batch window)
What you’re seeing: a view of potential complaints detected ahead of time, by error type, customer segment, and time window. The dashboard helps ops teams answer: “How many would-be complaints did we fix before the phone rang, and where should we focus next?”
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How to read & interact
- Track potential complaints: see how many high-risk events are detected before customers call, by product, region, and error code.
- Compare fixed vs. unfixed: follow how many cases were auto-fixed vs. passed to agents, and how that changed complaint volume.
- Watch AHT and escalations: correlate preemptive fixes with AHT, repeat calls, and supervisor escalations.