Routine volume
Published L0 workflows resolve intents the tenant has approved, on WhatsApp, email, and — where activated — voice.
For banks, insurers, and NBFCs
Run the complaint. Keep the record.
Direct answer
How does a complaint stay defensible when most conversations are never reviewed?
OpenOS takes inbound support on the channels a regulated firm already uses, resolves the routine majority, hands exceptions to a person with context, and audits every eligible closed interaction.
- Built for
- Heads of customer service, compliance, and technology at Indian banks, insurers, and NBFCs
- Answers
- How does a complaint stay defensible when most conversations are never reviewed?
01 Eligible coverage 02 Finding Regulated servicing
RBI and IRDAI clocks apply to the complaint. A 2–5% sample does not cover it.
Industry quality programmes typically review 2–5% of interactions (doi.org/10.63282/3050-9262.ijaidsml-v5i3p105). RBI's Integrated Ombudsman Scheme has been in effect since 1 July 2026, and IRDAI grievance timelines expect a record of how the complaint was handled. OpenOS produces that record by running the interaction, not by adding another dashboard.
Exceptions
Workspace receives the transcript, a summary, customer context, and a recommended next action.
The record
Quality scores the configured eligible close and keeps criterion-level rationale.
Mechanism
One complaint, end to end
Receive
The message arrives on the client's WhatsApp number, mailbox, or — in controlled voice activation — their telephony provider.
Resolve or stop
The published workflow uses approved knowledge and authorized tools. If the boundary is not met, it escalates.
Audit
The eligible closed interaction is scored. Coverage is reported against that eligible population.
Decide
Repeated drift — falling containment, unassigned exceptions, repeat contact — becomes a Decision Card.
Operational control
What stays with the institution
OpenOS does not become the bank, the insurer, or the system of record.
Channels
Telephony, the WhatsApp business account, and the mailbox contract remain the client's.
Systems
Core banking, policy admin, CRM, and helpdesk stay authoritative. Connectors are scoped per client.
Policy
Workflows, knowledge, tools, and scorecards are published by the tenant.
Disclosure
A finding can flag a missing disclosure. OpenOS does not claim a regulator has certified the scorecard.
Demonstration scenario
A failed cash dispense, on labelled demonstration data.
Illustrative workflow using demonstration dataA customer reports a failed ATM dispense on WhatsApp, in the language they wrote in.
The workflow may look up status only through an authorized tool. It does not invent a reversal.
If the customer is not resolved, Workspace opens with the transcript and a recommended action.
On close, Quality can flag a missing disclosure and link the finding to the line that failed.
Measures
Define success before the workflow changes.
Eligible containment
Resolutions inside the intents the tenant has approved, confirmed or not reopened inside the agreed window.
Eligible audit coverage
Completed audits divided by the configured eligible population.
Exception age
Time an escalated case sits without a named assignee.
Direct answers
What buyers ask next.
Do you replace our contact centre?
No. We run the inbound operation on the telephony, WhatsApp, helpdesk, and CRM you already have. People still handle exceptions.
Is a named institution live?
Not on the strength of this website. A walkthrough uses labelled demonstration data unless a tenant is on live traffic and we say so in the contract.
How do you charge?
Per resolved-and-audited interaction, plus a 60-day implementation retainer. If we do not beat the agreed baseline in 60 days, the pilot is free.
Tailored walkthrough
Bring one support workflow. Leave with a clear first loop.
A tailored walkthrough for support, compliance, operations, and technology leaders at banks, insurers, NBFCs, and public helplines.
- 01Your current loopChannels, systems, volume, and the operational gap.
- 02The product proofResolve, escalate, audit, and decide in one scenario.
- 03A scoped first deploymentOne workflow with explicit evidence and success measures.
Prefer email? sales@openost.com