Complaint Trend Analysis Agent
Classifies complaints and surfaces conduct trends and root causes.
Reads every customer complaint, classifies it consistently against the taxonomy, and watches for the cluster that signals a systemic conduct problem. Emits an early-warning signal with root-cause leads and routes conduct-risk trend findings to the conduct investigation agent for action.
Authority
Inform or prepare
Team role
Routes work to specialists
Handoffs
Named collaborators
The role
What it owns and where its authority ends
Desk
Regulatory Reporting & Exam Management
Desk workflow
Data sourcing, then report production, reconciliation and certification by the certifying officer; exam RFIs move from intake through response assembly and review to delivery, alongside complaint-trend analysis.
Collaboration
Works within a defined desk workflow
Decision boundary
Supports the work without committing the decision.
Systems and capabilities involved
Complaints management system
Product + channel taxonomy
Trend analytics
Handoffs
What this role gives and receives
Capabilities offered
The handoffs name the next owner or specialist and the work that moves between them.
External handoff
CCB / Commercial (complaint source)
External handoff
Conduct surveillance where a trend implicates a desk
Context
What the role needs to do the work
- Current work
- The complaint + the classification taxonomy.
- Prior interactions
- Recent complaint volumes and emerging clusters.
- Policies and reference
- Complaint categories, product taxonomy, and conduct-risk indicators.
- Working method
- Not specified for this role.
Checks and boundaries
What must be tested or reviewed
- 01Classification accuracy vs. a labeled set; agent-as-judge sampling.
- 02Emerging-cluster precision tracked; a missed systemic trend is a control failure.
- 03Conduct-risk trend findings route to the conduct investigation agent for action.
Human authority
Supports the work without committing the decision.
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