Online Complaint Management System
|This article does not cite any references or sources. (November 2007)|
Online Complaint Monitoring System (OCMS) is a system operated by the city of Mumbai, India. A Complaint Management System is one of latest productivity enhancement tools used widely by all organisations wherever there is a need of booking of complaints via operators and analysis of complaints which are made or are pending.
Lack of paper movements provides complaint management operations a speed which was never envisaged in manual mode at all. Software allows a booking operator to book and lodge complaints and automatically schedules and prompts operators to source complaint to concerned departments. State of the art management information reports on complaint details and pending complaints with reasons and remarks provides management a better insight to problems and traffic situations of telephone lines. A never before “Report Wizard” not only allows you to define specific reports on demand but also allows you to define your own sorting and analysis parameters which may be more relevant to you but not programmed by us till now.
Automated Complaint Processing Software is becoming more and more available, based on natural language processing (NLP) Natural_language_processing and reasoning about mental attitudes Propositional_attitude. The system extracts communicative actions and theior subjects and classifies a complaint as valid or invalid (submitted due to a customer misunderstanding, bad mood or other unrelated issues). 
- Boris A. Galitsky, María P. González, Carlos I. Chesñevar. A novel approach for classifying customer complaints through graphs similarities in argumentative dialoguesDecision Support Systems Volume 46, Issue 3, February 2009, Pages 717–729
- Boris A. Galitsky Reasoning about attitudes of complaining customers Example http://www.complaintsportal.net/ Knowledge-Based Systems Volume 19, Issue 7, November 2006, Pages 592–615