You're right. Ultimately, it takes a human being to analyze the file and respond to the complainant.
The technology is used primarily in the triage process. Currently, we have an obligation to deal with every complaint, but we don't process them all in the same way. Some we investigate thoroughly and some we investigate in a more expedited manner. One of the things we have is an early resolution process.
Technology can help us make an initial triage between complaints that should be resolved quickly and those that require further investigation. At the end of the day, however, in both cases, even the early resolution case, there is someone who needs to look at the file and respond to the complainant.