Customer Stories
Unifying fragmented complaint journeys to help banks resolve customer grievances faster, reduce duplication, and maintain regulatory control.
A single banking issue can quickly turn into multiple complaints when customers follow up across mobile apps, email, WhatsApp, branches, or regulatory channels. What remains one unresolved problem for the customer can become several tickets, parallel investigations, and multiple SLA clocks for the bank.
We developed Samadhan, an agentic AI-powered grievance redressal accelerator designed to bring these fragmented interactions into one governed complaint journey. The solution needed to identify duplicate and related complaints, detect wider incidents, automate investigation where appropriate, support multilingual communication, and maintain the evidence, controls, and auditability required in a regulated banking environment.
The Josh Edge
Leveraging our expertise in banking technology, event-driven architecture, and governed AI systems, we built Samadhan to automate grievance resolution without allowing AI to operate beyond defined regulatory and operational boundaries. Here’s what we implemented:
Unified Omnichannel Complaint Management: Normalised complaints from multiple channels including WhatsApp, email, Telegram, social platforms, RBI CMS, and branches into a common format, allowing multiple interactions relating to the same issue to be consolidated into one canonical ticket and regulatory clock.
Intelligent Deduplication & Incident Detection: Used identity resolution and intent matching to identify duplicate or related complaints, while live aggregation across category, geography, and time helped detect when complaints from multiple customers were signalling a larger systemic incident.
Governed Agentic AI Resolution: Combined LLM-based interpretation with deterministic rules to classify complaints and determine the permitted level of automation. Informational cases could be handled autonomously, operational cases investigated with controlled execution, while sensitive cases such as fraud and KYC remained under human supervision.
Evidence-Grounded & Multilingual Responses: Grounded complaint responses in RBI circulars and internal SOPs through RAG, while supporting customer communication across multiple languages and retaining English translations for human review.
Compliance & Audit by Design: Maintained a tamper-evident audit trail across the grievance lifecycle and enabled Annexure-A regulatory documentation to be generated directly from the resolved case state.
Deliver Real Value
73% Faster Complaint Resolution: Reduced average complaint turnaround from approximately 45 minutes to 12 minutes, demonstrating a significant improvement in resolution speed.
One Issue, One Regulatory Clock: Consolidated the same customer issue raised across multiple channels into a single complaint journey, reducing duplicate investigation and fragmented SLA tracking.
80%+ Targeted Reduction in SLA Breaches: Consolidated SLA tracking and automated escalation were designed to significantly reduce RB-IOS SLA breaches.
Faster Regulatory Documentation: Turned Annexure-A preparation, estimated at approximately 20 person-days of effort per month, into a one-action generation process using information already captured during the complaint lifecycle.