Filing a complaint meant navigating a portal most Tier 2 and 3 customers were not equipped to navigate.

Introduction

For millions of bank customers in Tier 2 and Tier 3 cities, filing a grievance meant going online, finding the right portal, following a multi-step form, and submitting it correctly. Most couldn't. Low digital literacy, no smartphones, and no familiarity with digital flows meant legitimate complaints simply went unfiled. RBI Innovation Hub needed one grievance protocol that every regulated bank could plug into—and that worked for the customer who's never opened an app in their life.

We built it as a voice chat.

The Problem

The existing user flow assumed digital fluency that most affected customers didn't have. To file a complaint, a customer had to locate the right bank portal, navigate to the grievance section, fill in structured fields, and submit — all without support. For a large share of India's banking population, this was an invisible wall. Complaints were abandoned before they were filed.

The Solution

• ✓Voice-first grievance registration — customers call in, the AI understands the complaint in their language, classifies intent, and lodges the ticket. No app, no form, no user journey to follow.
• ✓Conversational AI deployed across WhatsApp, SMS, and Web in 12+ regional languages, available 24/7.
• ✓Real-time complaint tracking, smart escalation, and intelligent routing to human agents where needed.
• ✓Compliance-first interaction logging built for regulatory auditability — now live at Indian Bank and Bank of Baroda.

Key Outcomes

• ✓Indian Bank and Bank of Baroda are onboarded and are actively processing live grievances.
• ✓Customers in Tier 2/3 markets can now file complaints over a phone call — no smartphone or internet required.
• ✓80% reduction in turnaround time; grievance registration down to under 2 minutes.
• ✓Unified, trackable grievance flows built for consistent CX and regulatory compliance.