Grievances, classified, drafted, and tracked
Regulated complaints come with clocks and consequences: a timeline to respond and an ombudsman who can ask what you did. This reference solution reads each grievance, classifies and routes it, drafts a cited response, and tracks turnaround against the regulatory deadline — keeping an audit trail built for exactly the questions an ombudsman asks. Responses go out under human review.
What it handles
Classification & severity
Reads the complaint and assigns type and severity, distinguishing a routine query from a regulated grievance with a binding timeline.
Cited response drafting
Drafts a response grounded in the relevant policy and prior decisions, with the clauses cited — a defensible starting point, not a canned template.
Timeline tracking
Maps each grievance to its applicable deadline (RBI ombudsman, TRAI) and flags approaching breaches before they happen.
Ombudsman audit trail
An immutable record of classification, policy applied, response, and timeline — the evidence an ombudsman or regulator would request.
Grievance redressal FAQ
What does the agent do with a grievance?
It reads the complaint, classifies it by type and severity, identifies the relevant policy and any regulatory timeline that applies, drafts a grounded response citing the policy, and routes it to the right team — while tracking turnaround against the deadline. Final responses go out under human review.
Why does grievance handling need an audit trail?
Regulated grievances can escalate to an ombudsman or regulator, who will ask what was done, when, and on what basis. An immutable record of the classification, the policy applied, the response sent, and the timeline met is exactly the evidence that process expects.
Does it auto-respond to customers?
No. It drafts the response with citations and routes it; a human approves or edits before anything is sent. The value is speed and consistency in getting to a defensible draft, not removing the human from customer-facing communication.
Which timelines does it track?
Whatever applies to the regulated entity — for banks and NBFCs the RBI grievance and ombudsman framework timelines, for telecom the TRAI complaint-handling norms. The agent flags approaching deadlines so nothing breaches for want of attention.
Want to see this in your environment?
30-minute discovery call. We follow up with a draft SOW shortly after.
Talk to us about a pilot