Customer complaints under the Reserve Bank – Integrated Ombudsman Scheme (RBIOS) rose 68% annually to 7,03,544 in FY23. RBIH’s research identified that existing bank customer grievance redressal mechanisms have various shortcomings in terms of timeliness, accessibility, and thus the overall quality of resolution.

To improve the consumer experience, RBIH has conceptualised a customer-centric Automated Grievance Redressal mechanism for banks. The proposed solution include AI models to identify intent, classify complaint categories, provide translation and transliteration capabilities, and allow multi-modal input and outputs. Operating on a standardized protocol with an accessible frontend, this system can enable consumer-centric, high-quality grievance redressal for customers.