Risk-Based Complaint Management System

A method for managing a customer complaint, the method comprising:

• receiving the customer complaint;
• presenting product-specific questions to the customer complaint, the product-specific questions being associated to risk and severity levels of product risk assessment;
• receiving responses to the product-specific questions;
• determining a risk level of the customer complaint based on the responses to the product- specific questions;
• and
• invoking a risk workflow based on the determination of the risk level.

A computing device for managing a customer complaint, the computing device comprising:

• a processing unit;
• and
• a memory that stores computer-executable instructions that, when executed by the processing unit, cause the computing device to:
• receive the customer complaint;
• present product-specific questions to the customer complaint, the product-specific questions being associated to risk and severity levels of product risk assessment;
• receive responses to the product-specific questions;
• determine a risk level of the customer complaint based on the responses to the product-specific questions;
• invoke a risk workflow based on the determination of the risk level, the risk workflow including an auto-close process;
• and
• automatically close the customer complaint when the risk level is determined as low.