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Transforming grievance redress – the AI advantage

· Sanjay Malhotra, Governor of the Reserve Bank of India (India)

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· Sanjay Malhotra Wiki · Reserve Bank of India WikiTransforming grievance redress – the AI advantage

ContextInaugural address by Sanjay Malhotra, Governor of the Reserve Bank of India, at the Annual Conference of the RBI Ombudsmen, Mumbai, 17 March 2025.

Why it mattersIndia's governor encourages banks to use AI to handle customer complaints, with safeguards.

Problems raised
  1. Customer complaints reveal service gaps.
  2. AI in grievance handling has risks.
  3. Trust must be built.
Solutions proposed
  1. Treat complaints as chances to improve.
  2. Use AI to transform grievance redress.
  3. Set guardrails for AI use.
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