Artificial intelligence is redefining how regulated organisations manage complaints, turning what was once a manual and reactive process into a structured, insight-led compliance function.
In a recent discussion, 4CRisk.ai AVP and product head Shwetha Shantharam explored how AI can be embedded across the complaints lifecycle to strengthen oversight, improve efficiency and deliver defensible regulatory outcomes.
A well-designed complaints management programme typically begins with intake, where issues are received from customers, partners or third parties through channels such as email, phone, social media or web portals. From there, organisations move to triage, investigation, resolution and ongoing improvement. Each stage carries regulatory implications, particularly for firms operating in FinTech and RegTech, where complaint data often feeds directly into risk and compliance frameworks.
AI introduces structure and consistency at the earliest stage, Shantharam said. Advanced language models can automatically ingest and classify complaints by theme, jurisdiction, product and risk area, mapping them to relevant regulatory obligations and internal policies. Tools such as AI-powered transcription and chatbot interfaces help ensure accurate data capture, while real-time monitoring can convert social media mentions into formal tickets.
During triage, Natural Language Processing (NLP) detects urgency and sentiment, enabling complaints to be prioritised and routed to the correct teams more quickly than traditional manual processes. This reduces response times and supports regulatory expectations around timely resolution.
Investigation is further enhanced through AI-driven root cause analysis. By analysing historical cases and identifying patterns, 4CRisk’s AI capabilities can highlight systemic issues and emerging trends. The technology documents outcomes with a clear audit trail, supporting consistent decision-making and defensible regulatory reporting.
At the resolution stage, AI can suggest policy-aligned response language and recommend next best actions based on historical outcomes. Sentiment analysis during follow-up can flag unresolved dissatisfaction, triggering human intervention where required.
Finally, AI supports continuous improvement by summarising trends, forecasting complaint volumes and providing actionable insights for strategic planning. By embedding AI across the full lifecycle, organisations can reduce risk, protect their brand and build stakeholder trust.
For more insights, read the full story here.
Read the daily FinTech news
Copyright © 2026 FinTech Global
