Using Microsoft Copilot for resolving member complaints

Generative AI is changing how people get work done. From streamlining processes to generating messaging for a range of scenarios, super funds can use this technology to improve and resolve member complaints with more empathy and ease. With fee pressure, increased competition and closed funds becoming public, it’s becoming increasingly important for super funds to ensure they provide first-class service to their members, especially when they make a complaint.

The Regulatory Guideline 271 (RG 271) stipulates that funds must respond to a complaint within 45 days. While this is a baseline set by the regulator, super funds can do much better with the help of AI and platforms that streamline complaints management. Keep reading to learn how Microsoft Copilot can help your super fund improve its complaints-handling process.

AI makes white glove treatment more achievable

With many members and employers to engage with, it can take a lot of work for super funds to find the time to optimise its processes and communications to ensure they are providing the best service possible. AI makes white glove member service more achievable by automating and streamlining tasks, freeing up time to focus more on members and resolving their complaints more efficiently. As a result, complaints management teams can resolve more complaints with fewer staff as AI unlocks productivity.

Address the regulator’s requirements with AI

The regulator has highlighted that the language and format that super funds use when they are engaging members isn’t up to reasonable standards. Based on recent research into how super funds communicate with members, it’s been noted that funds are failing to express empathy when the complaint may involve sensitive issues, such as a death, serious health condition or domestic and family violence. Funds also aren’t using the correct templates for member communications, making correspondence impersonal and confusing.

Having the tools to write empathetic responses to all members, especially those dealing with difficult or tragic circumstances, can improve how your fund handles complaints (or prevent a matter from escalating to a complaint in the first place). AI makes this possible by analysing how your fund communicates while learning specific member data to craft relevant and personalised responses. This can help to de-escalate a complaint and also help both parties arrive at a productive outcome.

AI can save time analysing cases

Complex cases or those that have spanned over a long period of time may have many pieces of documentation and communication that need to be reviewed in order for someone to understand the situation. Microsoft Copilot can analyse large amounts of information and provide a summary of the key facts of the complaint. This is especially useful if a colleague is on leave and someone else needs to take over a complaint. Similarly, if a complaint is escalated, Microsoft Copilot can help the person get up to speed quickly. For senior leaders with limited time, this functionality enables them to understand a case much faster than manually reviewing all documentation.

Triage doesn’t need to be manual

For funds with a high volume of complaints, triaging these efficiently is critical to ensuring everyone gets a response in a timely manner. Without AI, a complaints handling team may have an employee whose role is to manually review and triage cases based on specific parameters. This is known as a “push model”. In this scenario, it can take the person time to manually review each case, check if someone has the capacity to take on the case, and then triage accordingly.

With AI, new cases go into a queue, and they are automatically prioritised and triaged. When someone has the capacity, they review the next case at the top of the list and get to work. Known as the “pull model”, this can save hours each day for the people who would manually review cases. Plus, it allows for easier management of workload and capacity amongst a complaint-handling team.

You can make AI as specific or creative as you like

For teams handling complaints within super funds, accuracy and empathy are critical. By learning the language of your fund and the regulatory guidelines that complaints must adhere to, your fund can use Microsoft Copilot in conjunction with complaints handling software, such as Superware’s Resolve to make complaints-handling more accurate and efficient. And with a solution such as Resolve, all of the fund’s data never leaves your fund’s Microsoft environment, allowing you to gain the productivity benefits of AI without compromising data security.

Improve your complaints-handling process with Superware and Microsoft Copilot

Super funds that embrace AI and use the technology to improve productivity and accuracy in member complaints will be able to leverage these capabilities to provide first-class service to members. Further, these technologies can make this high standard of service possible without increasing headcount. Even if workloads increase, AI can be used to efficiently analyse cases, triage them and assign them to the next available person, leading to faster more favourable outcomes for all stakeholders.
Superware’s Resolve is the only complaints-handling system that super funds need to serve, engage and grow with ease. Contact us to learn more and see Resolve in action.