Agent Desk

GRIEVANCE
All agent desksID: GRIEVANCE · STAGE 3: WIDEN
Customer Experience·Nodal Officer·6 Tools·5 Connectors

Grievance Tracker

Omni-channel complaint intake, AI classification and urgency scoring, auto-assignment by skill matrix, SLA tracking with L1/L2/L3 escalation, resolution confirmation, RBI IOS reporting.

Operational ROI:94% resolved within SLA
Live · Human Sign-offStage: WIDEN
Architecture deep-diveTrain agent
Daily VolumeToday
237
complaints handled handled
Audit Concurrence30 days
94%94%
Human-AI alignment rate
Capacity Returned7 days
180h
Staff hours freed this week
Sign-off QueueReal-time
0items
Queue clean · Zero SLA breach

How it works: Autonomous Execution Pipeline

6 nodes · 1 core banking connectors · 1 AI checkpoints
Deterministic DAG
NoYesComplaint receivedCRMClassify + assignAI AGENTSLA monitorCRMSLA breach?Nodal officerCase closed
TriggerSystem callAI Model stepDecision gateHuman sign-offResolvedEscalation
Autonomous DAG Pipeline
Audited Step-by-Step Pipeline Sequence
01
Complaint receivedClassify + assign
AI Agent
02
Classify + assignSLA monitor
CRM
03
SLA monitorSLA breach?
04
SLA breach?Case closed
No
05
SLA breach?Nodal officer
Yes
06
Nodal officerCase closed

Tools & Deterministic Capabilities

Every tool is sandbox-isolated and bound by audit policies
6 Registered Tools
Tool FunctionCapability & Operational MandateTarget ConnectorExecution Policy
classify_complaint()AI-classifies complaint category (service, fraud, ops, product) and sub-typeCRCRM TicketAuto-execute
assess_urgency()Assesses complaint urgency (critical/high/medium/low) from content analysisCRCRM TicketAuto-execute
assign_resolver()Auto-assigns resolver team member by skill matrix and workloadCRCRM TicketAuto-execute
monitor_sla()Monitors SLA timer and triggers L1/L2/L3 escalation at thresholdsCRCRM TicketAuto-execute
submit_resolution()Submits resolution details with root cause tagging for quality checkCRCRM TicketAuto-execute
generate_ios_report()Generates monthly Integrated Ombudsman Scheme report for RBICRCRM TicketAuto-execute

Connected Core Systems & APIs

Direct integrations providing live data and execution rails
4 Connected Rails
CRCRM & complaints
Connected

Complaint intake and ticket updates, including RBI CMS references.

RESTRead
FCore banking (Finacle)
Connected

Customer, account, transaction and charge data. The system of record every agent reads.

RESTRead
VVoice (Exotel)
Connected

Outbound and inbound calls for the voice agent, recorded.

RESTPlace calls
WWhatsApp Business
Connected

Two-way messaging in 11 languages, template-bound for outbound.

CloudSend approved templates

Autonomy & Permission Boundaries

RBI Compliant
Read DataAccess customer records, historical balances, and KYC documents
Autonomous
Draft DocumentsSynthesize STRs, sanction notes, customer replies, and audit memos
Autonomous
Propose DecisionsFormulate reversal proposals, credit approvals, and settlement offers
Autonomous
Execute on CoreMove funds, post GL entries, update CBS, and file statutory reports
Within limits

Model Evaluation & Gate Profile

1420 Benchmark Cases
94%
Precision Score92.5%
Misses / False PositivesZero tolerance passed
Production Gate PolicyNo SLA breach without escalation

Multi-Dimensional Performance Benchmark

5-Axis Audited Evaluation
AccuracySpeedComplianceCoverageCost eff.

Pending Human Sign-offs

0 in Queue
✓ All recommendations signed. Desk queue is fully cleared.