Complaints are both a regulatory obligation and a reputation risk, and volumes have been high across the energy market. OptiFlow puts an AI layer on top of the systems you already run so complaints are triaged, drafted and tracked consistently, with your people firmly in control of every resolution.
The strain on resolution teams
Every complaint has to be logged, understood, categorised, acknowledged in time and resolved to a standard, and the volume makes that hard to do consistently. Cases get miscategorised, acknowledgements slip past their deadline, and the same root causes recur because nobody has time to spot the pattern. That is where standards slip and where the ombudsman gets involved.
What OptiFlow does for you
OptiFlow reads incoming complaints across every channel, understands and categorises them, drafts a timely acknowledgement and a suggested resolution from your live account data, and tracks each case against its deadline. It surfaces vulnerability and serious cases for a person immediately, and it highlights recurring root causes so you can fix the source.
- Triage and categorise complaints accurately across every channel.
- Draft timely acknowledgements and suggested resolutions for an agent to approve.
- Track cases against deadlines so nothing breaches a standard unseen.
- Highlight recurring root causes so you can fix problems at source.
Works with your systems, no rip and replace
OptiFlow is an AI layer that sits on top of the CRM and billing platform you already run and acts on the data it already holds. There is no migration, no long project and nothing new for your team to learn, and most suppliers are live in weeks rather than months. See the fuller picture on our AI for energy and utilities page, and how we protect your data on the data security and trust page.
See OptiFlow work on your own accounts and enquiries. Get a quote.
Related reading: AI for energy suppliers and billing query automation.
OptiFlow supports your complaints process operationally. Your trained people remain responsible for every resolution and for meeting your regulatory obligations.
Frequently asked questions
Does it resolve complaints on its own?
No. OptiFlow triages, drafts and tracks complaints, but your trained people approve every resolution and remain responsible for meeting standards.
Can it help us meet acknowledgement deadlines?
Yes. It drafts timely acknowledgements and tracks each case against its deadline, so nothing breaches a standard unnoticed.
Does it spot recurring problems?
Yes. It highlights recurring root causes across complaints so you can fix issues at source rather than handling the same complaint again and again.
How does it handle vulnerable customers?
It surfaces vulnerability and serious cases for a person straight away, so they are handled with the care they need.
Does it work with our systems?
Yes. It is an AI layer on top of your existing CRM and billing systems, with no migration.