How to Use AI to Streamline Complaint Response Operations and Prevent the Risk of Declining Corporate Reputation
AI-Supported Customer Service Techniques: Avoiding Emotional Exchanges and Delivering Calm, Appropriate Responses to Reduce Burden and Protect Trust.
Tool to be Used
- Email/Review/DM Reply Generation
To achieve sincere and consistent responses without being swayed by emotion
Among the daily customer inquiries, DMs, and review responses received, replying to complaints requires particular care. When the content is emotional, it places a heavy burden on the respondent, leading to challenges such as delayed replies or expressions that could cause misunderstanding.
In such situations, leveraging AI can smoothly handle everything from content analysis to drafting a calm response. This makes it possible to appropriately convey a company's sincere attitude while preventing emotional disputes.
Specific Steps
1. Input the received message directly into "Email/Review/DM Reply Generation"
By inputting the original message and filling in the required fields, the AI automatically analyzes the gist and tone. Long or complex content is not a problem.
Item | Example Content |
Target Channel | Review |
Original Message Content | When I came to the store, it was not open at the reserved time. The phone was also unreachable, and I had a very unpleasant experience. I will not use the service again. |
Response Tone (Optional) | Apologetic/Sincere |
Purpose (Optional) | Complaint/Trouble Handling |
Length (Optional) | 100-150 characters |
Self-reference Response Text (Optional) | We sincerely apologize for the inconvenience. We will check the store status and work to prevent recurrence. |
2. Review the displayed response and adjust as necessary before using it
The response drafted by the AI can be used as is, but by adjusting the wording or adding explanations based on the actual situation, the response becomes more convincing. Especially when adding factual explanations or recurrence prevention measures, the AI devises expressions that mitigate the recipient's discomfort, thus shortening the time spent agonizing over the response.
Prompt example:
"Please rephrase the 'recurrence prevention' part to be more specific."
"Keep it concise, but soften the tone so it doesn't seem cold."
"The store opened at 1:00 PM that day due to renovation. This was published in the flyers and on the website. Please skillfully incorporate this point into the explanation."
Target Outcomes Achieved Through Utilization (Example)
By using AI to streamline complaint response operations, emotional exchanges are avoided, and calm, appropriate customer service is achieved. By reducing the burden of complaint handling, maintaining corporate reliability, and preventing the risk of a decline in reputation, this contributes to increased customer satisfaction and strengthened corporate image.
Numerical Goals for the 6-Month Period from Implementation
KGI:
Improve the quality and efficiency of customer service and maintain/strengthen trust in the company.
KPIs:
・Average time spent on complaint replies: 30% reduction compared to current status
・In-house approval rate for AI-generated responses: Achieve 80% or more
・Average rating score related to customer service on major review sites: Maintain current status or improve by 0.1 points (e.g., from 3.8 to 3.9)
![[Tourism DX & Regional Revitalization] A Guide to Materializing Ideas with AI Experts | Realizing Projects Through "AI Sparring"](/content/images/size/w600/2026/01/tourism-dx-senseiai-1.png)