From 35 minutes to 5: a GenAI complaints tool

35 minutes. That’s how long complaint handlers were spending on each final response letter.

We built a GenAI tool for a Tier 1 bank that brought it down to 5 minutes — an 85% reduction in letter-creation time, with human review kept throughout. The model had empathy scoring and hallucination checks baked in from day one.

An underrated use case

Complaint handling is one of the most underrated AI use cases in financial services. The cost is visible, the burden is real, and the path to a working solution is more straightforward than most firms expect. For smaller firms the case is just as strong — you don’t need a 50-person data team to get there.

What does your current complaints process actually cost, per case? It’s worth running the numbers before your next board meeting.

Read the original post on LinkedIn, or talk to us about your use case.