LLM-Based Decision Support System for Abnormal Customer Complaints

Handling abnormal complaints requires extensive experience and expertise. However, the resignation or retirement of senior employees often leads to knowledge loss, impacting organizational efficiency and competitiveness. Through vector models, Morale AI transforms unstructured data (such as emails, PDFs, and Word documents) into structured data and integrates it into databases, enhancing data usability. Multi-modal models combine diverse data types, including text and images, to systematically record and preserve experience. By leveraging Retrieval-Augmented Generation (RAG) technology and similarity search, the model can accurately categorize issues, identify the root causes, and recommend relevant cases, significantly reducing manual processing time and error rates. This systematic approach not only enhances response efficiency and enables real-time analysis and resolution of customer issues but also reduces repetitive work for employees, improving overall productivity and customer satisfaction.