IBM Complaints Analytics

IBM Complaints Analytics provides the components to build a solution that analyzes customer complaints and identifies trends in the complaints with respect to the domain-specific theme of the complaint, the product, and sub-product to which the complaint corresponds, the geography, and the age of the complaining customer.

The key components of the conduct surveillance solution are:

  • The Analysis Pipeline
  • Trend Analysis Component
  • Complaints Dashboard and Supporting Data Services
Figure 1. Conduct Surveillance workflow
Diagram showing the Conduct Surveillance workflow

The raw data is analyzed through a pipeline of machine learning models that output the features of each complaint, such as the theme, sub-theme, product, and sub-product, to which the complaint belongs. These features, along with the customer age and geography, are then fed as inputs to the trend analysis component that identifies trends across the various combinations of these features. The results of the trend analysis are published to a web-based dashboard for the compliance officers to review.