New Complaint Detection Rulebooks Help Uncover the “Why” Behind Customer Complaints

We’re excited to announce a new addition to PerformLine’s rulebook library—18 new complaint detection rule categories developed to help organizations better understand customers’ experience and compliance risk across channels.

Built around real customer language, these rules detect not only the presence of a complaint, but also why a customer is upset.

Is it a delay? A billing issue? Misleading marketing? Now, you can pinpoint the issue instantly.

Each rule includes hundreds of keywords and phrases and was tested on more than 2,000 consumer interactions across a variety of use cases, such as sales, support, and collections.

The rules are designed for accuracy and efficiency, helping your team focus on true compliance issues without being overwhelmed by false positives.

The rulebooks break complaints down into specific categories, including:

• Escalation requests
• Misleading or deceptive claims
• Discrimination or unfair treatment
• Accessibility or technical issues
• Aggressive sales tactics

…and more.

By identifying not just what happened, but why, these rulebooks empower teams to take focused action, improve customer satisfaction, and reduce regulatory risk.

If you’re a current client, reach out to your CSM

Connect with your Client Success Manager to review the latest enhancements and ensure you’re fully covered.

If you’re not using PerformLine, schedule a demo

Request a demo to see how PerformLine can help you use these rulebooks to improve complaint handling, reduce regulatory risk, and protect consumer trust at scale.