UK&I Managing AI-generated complaints: practical guidance for property professionals
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Overview
The rise of generative artificial intelligence is changing how complaints are written and submitted across the property sector. Firms may increasingly receive highly detailed, technically worded or lengthy correspondence that has been created or enhanced using AI tools.
Although AI can help consumers express legitimate concerns more clearly, it can also introduce irrelevant arguments, factual inaccuracies and unrealistic expectations, making complaints more complex and time-consuming to assess.
While the core principles of effective complaint handling remain unchanged, professionals must be equipped to evaluate the substance of AI-assisted correspondence objectively and respond fairly, proportionately and consistently.
In this practical webinar, industry experts will examine the emerging impact of AI-assisted complaints and share approaches for managing them while maintaining professional standards, supporting positive customer outcomes and reducing operational and regulatory risk.
Delegates will leave with practical steps they can apply to their own complaint-handling procedures.
Learning outcomes
Understand how generative AI is changing the complaints landscape across the property profession.
Recognise common characteristics of AI-generated or AI-assisted complaints and correspondence.
Apply practical strategies for managing complex, detailed or high-volume complaints effectively.
Respond professionally while maintaining regulatory, ethical and customer service standards.
Assess the operational risks and opportunities associated with increasing consumer use of AI tools.
review whether existing complaint handling processes remain fit for purpose in an AI-enabled environment.
Identify practical steps to improve consistency, efficiency and confidence when responding to complaints.
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