[user104658]

AI is fine for things like this (good, even) when it's used properly - that is to say, AI can gather every complaint and be used to uncover common themes (what people complain about most often, what people complain about most strongly etc.) and that data can THEN be used (by humans) for assessment, understanding and change. It can filter through data in ways that you'd need thousands of staff to do (basically impossible).

Honestly this is how AI should be used (as a tool, not a replacement)