Data product · Servicing & regulatory · CFPB
Dispute / Complaint-Intelligence
A card-scoped, de-noised, narrative-enriched product over CFPB complaints - emerging-theme detection before the regulator's annual report.
Billing disputes are the #1 card complaint theme and accelerating. ~33% of resolved card complaints get monetary or non-monetary relief - a hard ROI signal currently buried in unstructured narratives.
Raw CFPB data splits across two `product` labels (a taxonomy change), uses shifting issue enums, has messy company names, and only ~53% of complaints carry consented free text. The 16M-row database is ~80% credit-reporting noise - no stable, de-noised, card-scoped, narrative-enriched product exists.
The solution - on the platform
- 01
Ingest the CFPB API daily delta, filtered to product ∈ {Credit card, Credit card or prepaid card}.
- 02
Bronze→Silver: unify the taxonomy, normalize company→Chase, spam/bulk-filter.
- 03
Gold: LLM-enriched narratives (theme / severity / root-cause / preventability) on the consented ~53%, joined to internal dispute/chargeback + CSAT.
- 04
GenAI on the curated product (Genie-style): 'show the top emerging themes this week.'
- 05
Governed by contract + entitlements: PII scrubbed; a vulnerable-population tags lens.
2025 complaint volume doubled to ~6.6M (credit-repair / AI bulk filings) - the product must de-noise before any theme is trusted. CFPB aggregation live-verified 2026-06-26.
Success scorecard
- ›Complaints per 100K accounts by issue
- ›Week-over-week velocity
- ›Theme-emergence rate
- ›Monetary-relief rate
- ›Chase-vs-peer issue-mix gap
- ›Repeat-issue reduction after a fix ships
- ›Relief avoided
- ›Regulatory-risk reduction
- ›Dispute cycle-time
- ›Self-serve deflection
Sources & methodology
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