CHATBOT FOR REVIEWING INSURANCE CLAIMS COMPLAINTS

1 . A computer-implemented method for using a chatbot (i) implemented by one or more processors, and (ii) including a generative pre-trained transformer (GPT), and/or long-short-term-memory (LSTM) to analyze complaints, comprising:

determining, via the one or more processors, a website with a complaint;

scraping, via the one or more processors, the complaint from the website;

receiving, using the chatbot, the complaint, wherein the chatbot includes the GPT, and/or the LSTM;

categorizing, using the chatbot, the complaint by determining a category of the complaint, the category comprising a tone category or a policy category;

building, using the chatbot, a complaint report including information of the complaint and an indication of the category; and

sending, using the chatbot, the complaint report to a complaint administrator computing device.

2 . The computer-implemented method of claim 1 , wherein:

the tone category comprises tone subcategories comprising: (i) rudeness of a claims adjuster; (ii) length of time it took a claims adjuster to respond to a customer; and/or (iii) difficulties with an application (app) and/or website; and

the policy category comprises policy subcategories comprising: (i) policy did not cover damage or loss; (ii) deductible was too high; and/or (iii) subsequent increase in policy premium.

3 . The computer-implemented method of claim 1 , wherein:

the receiving the complaint comprises receiving a plurality of complaints including the complaint; and

the complaint report includes a subreport of only tone category complaints, and/or a subreport of only policy category complaints.

4 . The computer-implemented method of claim 1 , wherein:

the receiving the complaint comprises receiving a plurality of complaints including the complaint; and

the complaint report comprises a table including indications of if the complaints are tone category complaints or policy category claims complaints.

5 . The computer-implemented method of claim 1 , wherein:

the receiving the complaint comprises receiving a plurality of complaints including the complaint, and wherein respective complaints of the plurality of complaints include dates and/or times of respective claims of the respective complaints; and

the method further comprises determining a trend in the respective claims based upon the dates and/or times.

6 . The computer-implemented method of claim 5 , wherein the trend comprises an increase or decrease in the respective claims:

in a particular geographic area; and/or

due to a cause of damage, the cause of damage including: hail damage, fire damage, frozen pipe damage, flood damage, and/or wind damage.

7 . The computer-implemented method of claim 1 , further comprising:

determining, using the chatbot, a type of policy associated with the complaint; and

receiving, using the chatbot, from the complaint administrator computing device, a selection of a type of policy;

wherein the building of the complaint report includes building the complaint report to include only complaints with the selected type of policy.

8 . The computer-implemented method of claim 1 , wherein the building of the complaint report includes building the complaint report to include an indication of if a customer of the complaint left a company of the claim.

9 . The computer-implemented method of claim 1 , further comprising training the chatbot with a historical dataset comprising: (i) historical claims complaints, and/or (ii) historical complaint reports.

10 . The computer-implemented method of claim 1 , wherein the information of the complaint includes:

an indication of a type of policy associated with the complaint;

a quotation from correspondence between a customer of the complaint and an employee of a company, wherein the employee of the company is a claims adjustor or an agent;

a summary of the complaint;

dates and/or times of one or more correspondences between the customer and the employee; and/or

imagery data corresponding to the complaint including imagery data of an item of a claim of the complaint.

11 . A computer system for using a chatbot (i) implemented by one or more processors, and (ii) including a generative pre-trained transformer (GPT), and/or long-short-term-memory (LSTM) to analyze complaints, the computer system comprising the one or more processors configured to:

determine a website with a complaint;

scrape the complaint from the website;

receive, using the chatbot, the complaint, wherein the chatbot includes the GPT, and/or the LSTM;

categorize, using the chatbot, the complaint by determining a category of the complaint, the category comprising a tone category or a policy category;

build, using the chatbot, a complaint report including information of the complaint and an indication of the category; and

send, using the chatbot, the complaint report to a complaint administrator computing device.

12 . The computer system of claim 11 , wherein:

the one or more processors are configured to receive the complaint by receiving a plurality of complaints including the complaint; and

the complaint report includes a subreport of only tone category complaints, and/or a subreport of only policy category complaints.

13 . The computer system of claim 11 , wherein the computer system further comprises a display device, and wherein the one or more processors are further configured to display the complaint report on the display device.

14 . The computer system of claim 11 , wherein the chatbot includes the GPT.

15 . The computer system of claim 11 , wherein the chatbot includes the LSTM.

16 . A computer system for using a chatbot (i) implemented by one or more processors, and (ii) including a generative pre-trained transformer (GPT), and/or long-short-term-memory (LSTM) to analyze complaints, the computer system comprising:

the one or more processors; and

one or more memories;

the one or more memories having stored thereon computer-executable instructions that, when executed by the one or more processors, cause the one or more processors to:

determine a website with a complaint;

scrape the complaint from the website;

receive, using a chatbot, the complaint, wherein the chatbot includes the GPT, and/or the LSTM;

categorize, using the chatbot, the complaint by determining a category of the complaint, the category comprising a tone category or a policy category;

build, using the chatbot, a complaint report including information of the complaint and an indication of the category; and

send, using the chatbot, the complaint report to a complaint administrator computing device.

17 . The computer system of claim 16 , wherein the one or more memories having stored thereon computer-executable instructions that, when executed by the one or more processors, cause the one or more processors to receive the complaint by receiving the complaint from a customer computing device.

18 . The computer system of claim 16 , wherein the one or more memories having stored thereon computer-executable instructions that, when executed by the one or more processors, cause the one or more processors to control a display device to display the complaint report.

19 . The computer system of claim 16 , wherein the chatbot includes the GPT.

20 . The computer system of claim 16 , wherein the chatbot includes the LSTM.