What’s New in Aptean Respond 9.1
Helping complaints teams respond faster, more consistently, and with greater confidence
Complaints teams across the UK, from financial services and insurance to local government and councils, face increasing volumes, tighter response timelines, and heightened regulatory expectations.
Respond 9.1 is our second release with built-in AI capability, and part of a growing range of in-product AI features on the way. It introduces AI Response Assist, which helps case handlers draft responses faster, and Custom Encryption, which gives organisations full ownership of how their data is protected.
The Challenge Facing Complaints Teams
Rising Volumes
Complaint volumes continue to rise across regulated industries.
Timeconsuming drafting
Writing individual responses is repetitive and takes handlers away from investigation.
Consistency pressure
Manual drafting can lead to inconsistency in tone and regulatory language.
Data security expectations
Organisations need greater control over how sensitive complaint data is protected.
Complaints teams need tools that improve efficiency without removing control or oversight.
Introducing AI Response Assist
AI Response Assist in Aptean Respond uses AI to help case handlers draft responses across the full complaints journey. Whether it is an acknowledgement, a request for more information, a progress update, or a final response, the feature reduces the time spent on routine writing and supports more consistent, compliant communication.
When a handler selects a template, the system generates a draft response based on the case details. The handler can then review, edit, accept, or discard it before anything is sent. AI-generated responses are never sent automatically human review always comes first.
How AI Response Assist Works
1. A case handler selects a template in the Case Manager application
2. The system generates a draft response based on the case details
3. The draft appears on screen for the handler to review
4. The handler edits, accepts, or discards the response
5. The finalised response is added to the case, ready for sending
Key Benefits for Complaints Teams
Faster responses
Handlers spend less time drafting, freeing them to focus on investigation and resolution.
Greater consistency
Responses follow a consistent tone and structure, configured to your organisation’s standards.
Built with Compliance and Control in Mind
Human
oversight retained
Every AI-generated draft is reviewed and approved by a handler before it reaches the customer.
Built for regulated industries
Designed to support compliant complaint handling in UK financial services, insurance, and beyond.
AI Response Assist is designed for regulated environments where transparency and oversight are essential. This ensures automation enhances, rather than replaces, compliant complaint handling.
Human control
You decide what gets sent. No AI response is ever used without the handler’s explicit approval.
Clear audit support
AI-generated content is clearly identified in the case record, with a full log of actions taken.
Configurable
Prompts and response styles can be tailored to your organisation’s needs and tone.
Fits your existing process
Works within your existing Respond templates and workflows — no new processes to learn.
Introducing Custom Encryption
Respond 9.1 also gives organisations full control over how their complaint data is encrypted. With Custom Encryption, you own and manage the key that protects your data — giving you greater security control without changing how your teams work day to day.
How Custom Encryption Works
1. Your organisation creates and owns an encryption key
2. The key is linked to Respond through a simple configuration step
3. Respond uses your key to encrypt and decrypt data securely
4. You can rotate or replace the key at any time to meet your security policy
Key Benefits
» Greater control over your encryption strategy and key ownership
» Enhanced data protection aligned with your organisation’s security requirements
» Reduced dependency on system-managed keys
» No impact on day-to-day Respond workflows for end users
Fits Seamlessly into Your Existing Process
Both features are designed to enhance the complaints journey without changing how complaints are investigated, managed, or resolved. Teams can adopt these capabilities with minimal disruption and change management.
To find out more about Respond 9.1, speak to your Aptean Respond Account Manager or book a demo.
Aptean is a global provider of industry-specific software that helps manufacturers and distributors effectively run and grow their businesses. Aptean’s solutions and services help businesses of all sizes to be Ready for What’s Next, Now®. Aptean is headquartered in Alpharetta, Georgia and has offices in North America, Europe and Asia-Pacific.
To learn more about Aptean and the markets we serve, visit www.aptean.com.