Customer Complaint Triage and Routing

• Principal Nodal Officer
• Head of Customer Service
• Grievance Redressal Team Lead
• Internal Ombudsman Secretariat

Complaints reach a bank through branch letters, emails, the contact centre, social media, the website and RBI's Complaint Management System. Each must be logged, categorised, routed and resolved within internal and regulatory timelines, and a misrouted complaint can sit for days before anyone notices.

We build a triage service that reads every incoming complaint, whatever the channel or language, and turns it into a structured case. A language model identifies the product, the issue, transaction references and the outcome the customer wants, then maps the case to your complaint taxonomy and to RBI reporting categories. Rules mark urgent signals such as unauthorised debits, fraud reports and recovery-agent harassment, and link duplicates across channels. The case goes to the resolver team with a drafted acknowledgement and a timeline clock. Before a complaint is partly or wholly rejected, the system prepares the file for internal ombudsman review as your process requires.

• Reads emails, scanned letters, web forms, social posts and call notes in English, Hindi, Hinglish and regional languages
• Extracts account, card, UPI and transaction references and the resolution the customer asks for
• Maps each case to the bank's taxonomy and to RBI complaint categories
• Flags unauthorised transactions, fraud reports, recovery-agent conduct and escalation language
• Links duplicate and repeat complaints across channels into one case history
• Drafts acknowledgements and response letters for officer approval

1. 01Collect complaintsConnectors pull complaints from email, the CRM, branch scans, social listening tools and RBI CMS exports into one intake queue.
2. 02Understand the complaintThe model extracts product, issue, references, sentiment and the requested outcome, with card, account and Aadhaar numbers masked.
3. 03Classify and prioritiseCases are mapped to the taxonomy, urgent signals raise priority and duplicates are linked to existing cases.
4. 04Check confidenceLow-confidence classifications go to a triage officer instead of being routed automatically.
5. 05Route and acknowledgeThe case reaches the resolver team with a drafted acknowledgement and a timeline based on its category.
6. 06Track and reportAgeing, breaches, rejections due for internal ombudsman review and root-cause themes appear in daily dashboards.

1. Intake
   • Email and web form connectors
   • CRM and contact-centre notes feed
   • Scanned letter OCR
   • RBI CMS export loader
2. Understanding
   • Masking of card, account and Aadhaar numbers
   • Multilingual LLM extractor
   • Duplicate and repeat-case linker
3. Decisioning
   • Taxonomy and RBI category mapper
   • Urgency rules for fraud and harassment signals
   • Routing matrix by product and region
4. Workspace
   • Triage officer queue
   • Acknowledgement and response editor
5. Reporting
   • Complaint management system adapter
   • Ageing and root-cause dashboards

Triage officers confirm low-confidence classifications, and resolver teams own every response and closure. No complaint is rejected without a person's decision, and rejections follow the bank's internal ombudsman process.

• Complaint management system or CRM, such as Salesforce or an in-house tool
• Email and contact-centre platforms
• Social listening tool
• Core banking and card systems for read-only reference lookups
• MIS or BI dashboards

• Card, account and Aadhaar numbers masked before model processing
• Urgent categories always routed to people, with no automatic reply beyond acknowledgement
• Drafted responses require officer approval before sending
• Taxonomy mapping reviewed weekly against officer corrections
• Drafts never promise refunds, compensation or outcomes

• Designed to support complaint handling under RBI's grievance redressal expectations and the Integrated Ombudsman Scheme, 2021.
• Supports timely handling of unauthorised electronic transaction complaints under RBI's customer liability framework.

• Banking

  Multilingual Voice Agent for Banking Service Requests

  An inbound voice agent that authenticates callers and handles card blocking, statements, cheque books and status queries in Hindi, Hinglish and regional languages, with clean handover.

• Banking

  Account Opening Document Verification

  Check OVDs, PAN, masked Aadhaar, photographs and entity documents in an account opening file against each other and against CKYC, with mismatches routed to an officer.

• Banking

  Regulatory Return Preparation Assistant

  Prepare RBI return workings from core banking and GL extracts, run validation and variance checks before upload, and draft explanations that reporting teams review and sign off.

• Telecom & Contact Centres

  Ticket and Email Triage

  Classify and route incoming emails, web complaints and tickets by issue, account, urgency and regulatory risk, extract what the resolver needs and draft a first reply for approval.