ComplaintGuard

Why this complaint escalated — and the earliest point it could have been stopped
← all cases demo-001demo-002demo-003demo-004demo-005demo-006demo-007demo-009demo-010demo-011demo-012 JSON

The chain

✓ Need raised
Cancel the tablet data plan, keep the mobile
✓ Agent acted
handled on the call
✕ Resolved
Cancel the tablet data plan, keep the mobile
✕ Repeat contact
2 contacts
✕ Escalation
at risk
Each link is drawn from what the pipeline found, not asserted separately — where it shows as broken, the evidence for that is below.

Escalation risk · plan change · need misread

45 from 33 before the latest contact
Score is a capped sum of fixed weights. No model sets it, nothing is learned, the same case always gives the same number — and every point below traces to a line someone actually said.

Earliest point this could have been stopped

Open and assign a case for "Cancel the tablet data plan, keep the mobile".
Contact 1 · 05 Sep 2026, 10:00
The need was stated clearly but nothing was raised against it, so it did not reappear in anyone's queue.
customer “I'd like to cancel the tablet one, I never use it”

Why — 3 signals

+18
service loss
Customer is without a service they pay for: Cancel the tablet data plan, keep the mobile.
customer “I'd like to cancel the tablet one, I never use it”
+15
unresolved need
Customer need "Cancel the tablet data plan, keep the mobile" is still unresolved.
customer “I'd like to cancel the tablet one, I never use it”
+12
repeat contact
2 contacts and "Cancel the tablet data plan, keep the mobile" is still outstanding.
customer “I'd like to cancel the tablet one, I never use it”

What happened

Contact 1 · 05 Sep, 10:00 · call
Customer asks to cancel the tablet data plan. Agent cancels the mobile service instead.
unresolved: Cancel the tablet data plan, keep the mobile
transcript
customerI've got two services with you — my mobile and a data plan for my tablet. I'd like to cancel the tablet one, I never use it.
agentNo problem at all, I can sort that out for you right now.
customerGreat, thanks.
agentThat's cancelled and confirmed. You'll see it drop off the next bill.
Contact 2 · 06 Sep, 08:15 · call
Customer's mobile is dead. The wrong service was cancelled. Restoring it needs a new order.
no owner assigned: Confirmed the wrong service had been cancelled
transcript
customerMy mobile stopped working overnight. I rang yesterday to cancel the tablet plan, not my phone.
agentOh — I can see it. The mobile service was the one closed off. I'm very sorry.
customerI've missed calls all morning. I run my business off this number.
agentReconnecting means raising a new order, it isn't something I can just switch back on.
customerAnd the tablet plan I actually asked about?
agentThat's still active.

Suggested next steps

Suggestions only. This system never issues a refund, changes a plan or opens a ticket, and a score is never used on its own to judge an agent.
high
Call the customer back within 2 hours
Owed since 05 Sep 10:00 and still outstanding.
high
Raise and assign a case for the outstanding request
An unresolved need with no owner is what produced the repeat contact.

Run

extractorlabelled-stub
claims checked3
citations rejected0
marked uncertain0 — shown above, excluded from the score
llm calls0
elapsed0 ms