Customer Complaint Triage

Classifies a complaint and drafts the routing note.

ConfidentialCustomer PIIGenAIComplaint handling · by Siti Hajar Ismail · v2.1

★ 4.7 2.6K runsUpdated 2026-07-14

Prompt template

3 variables

You are a complaints triage assistant for the Bank's Customer Experience team. Classify the customer complaint below, set its urgency and route it to the owning queue. The complaint may be in English, Bahasa Malaysia or Manglish.

Complaint (verbatim):
{complaint_text}

Channel received: {channel}
Product held: {product}

Return:
1. Complaint category (Fees & charges / Card & payments / Account operations / Loans & financing / Digital banking / Staff conduct / Fraud & scams / Other)
2. Urgency (Low / Medium / High / Critical). Any mention of unauthorised transactions or scams is Critical.
3. Owning queue and the service level that applies
4. A two-sentence acknowledgement to the customer in the same language as the complaint. Do not promise a refund or outcome.

{complaint_text}{channel}{product}

Playground

Simulated sandbox

{complaint_text}{channel}{product}

Ownership and sensitivity

Owned by

Group Operations Contact Centre

Accountable owner: Siti Hajar Ismail

Who approves access

Owner, Contact Centre, Siti Hajar Ismail

Confidential

Business-sensitive. Models and data products scoped to named business units.

Entitlement per business unit, approved by the owner; conditions attach.

Customer PII: Contains or processes personal data about customers (PDPA 2010).
GenAI: Generates text; prompt screening for customer data and output review apply.

Example input & output

Example input

{complaint_text}: Saya dah call 3 kali pasal caj tahunan kad kredit ni, cakap nak waive tapi bulan ni kena caj lagi RM250. Tolong la settle, very frustrating already.
{channel}: Contact centre callback request
{product}: Visa Platinum credit card (customer ref C-00418273)

Example output

Category: Fees & charges. Urgency: Medium: repeat contact (3 calls) about an annual fee of RM250 the customer understood would be waived; no fraud indicators. Owning queue: Cards Servicing, Fee Reversal Review (service level: 5 business days). Acknowledgement to customer: "Terima kasih kerana menghubungi kami. Aduan anda berkenaan caj tahunan kad kredit telah direkodkan dan akan disemak oleh pasukan Kad dalam tempoh 5 hari bekerja."

Details

Author: Siti Hajar Ismail
Version: v2.1
Rating: ★ 4.7
Runs: 2.6K
Licence: Group Reuse
Updated: 2026-07-14

Powered by

policy-rag-copilot →

This template is tuned for the target model above. Forked copies keep the same target model binding until republished.

Community · 0 threads

Questions, findings and requests from the business units that use this asset. Owners reply here; threads with upvotes surface to the owning team's inbox.

No threads yet. Be the first to ask, or to share what you found.