The Hackett Group’s “2024 Digital Award” winners are transforming complaint management with artificial intelligence (AI). On this episode of the “Business Excelleration® Podcast,” The Hackett Group’s Vin Kumar discusses the award-winning AI project from 3M. He is joined by Josh Bodine and Michael Boba. The project was aimed at revolutionizing the email complaints management process in the order-to-cash cycle. Facing significant challenges in handling customer complaints, short payments and disputes, the team developed a sophisticated AI solution to categorize and analyze these issues, streamlining workflows and driving operational efficiency.