01 / FRAGMENTATION
One case, five systems
Analysts move between complaints, core banking data, KYC records, service desks and email before they can respond.
Post-complaint operations for banks and fintechs
Every LEA case, worked to resolution.
CaseLEA runs the operational layer behind NCRP and I4C complaints, restoration, grievances and LEA requests - across portals, email and your internal systems.
Start in draft mode. Keep human approval wherever your policy requires it.
Case operations / Production
Daily MIS ready
NCRP complaint
ACK 3147...9821
Ready to submit
Fresh caseComplaint type
3 transactionsEvidence matched
18m 42sTime to outcome
Complaint triagedRequest classified and routed to fresh-case workflow
Evidence collectedAccount, transaction and hold status retrieved
Decision validatedBusiness rules and portal checks passed
Response preparedSubmission values and rationale available for review
Audit trail recordedInputs, actions, timestamps and exceptions preserved
Why this breaks
The portal is only one step in a much larger operation.
A response depends on finding the right evidence, interpreting the SOP, acting across multiple systems, handling portal exceptions and proving exactly what happened. Conventional RPA and generic copilots stop short of that job.
02 / CHANGE
The rules keep moving
SOPs, portal behavior, validation and institutional policy evolve continuously.
03 / RISK
Completion is not resolution
A submitted response can still return, stall or create a control gap. Teams need defensible outcomes, not form filling.
Coverage
The full post-complaint lifecycle, under one operating model.
Begin with the workflow creating the most pressure. CaseLEA brings reusable operating logic, then adapts it to your data, policies, approvals and exception thresholds.
01
NCRP complaints via API
Handle straightforward complaints in real time with bank-specific validation and routing.
High volume02
I4C portal complaints
Resolve complex fresh, reassign and response-received cases, including portal-specific recovery paths.
60-87% resolved03
LEA information requests
Interpret notices, collect statements and KYC documents, then prepare fixed-format email or portal responses.
84% less effort04
Money restoration
Verify funds, apply FIFO and encumbrance rules, create service requests and track restoration to closure.
MRM05
Grievance redressal
Validate grievances, gather evidence, raise GRM submissions and follow LEA responses through customer resolution.
GRM06
Customer and merchant coordination
Request missing evidence, follow up with counterparties and keep internal service records synchronized.
Email + desk07
Post-complaint risk profiling
Turn reported transactions into account, velocity and pattern analysis that can improve preventive controls.
Risk feedbackOperating model
Automation is the first step. Keeping it effective is the product.
CaseLEA combines deterministic execution with managed workflow improvement. It observes exceptions and outcomes, updates operating logic, tests changes and deploys them without asking your analysts to become automation engineers.
✓
AI assists interpretation and improvement. Decisions and submissions execute against explicit rules, validations and approval controls.
Resolve
cases
cases
ObserveOutcomes, exceptions and SLA
AnalyzeFind recurring failure patterns
ImproveCodify rules and recovery paths
ValidateTest against known scenarios
DeployRelease with traceability
PRODUCTION CASE STUDY / INDIAN PAYMENTS BANK
From a 15,000-case backlog to a current operation.
CaseLEA was developed in live operations, including months spent resolving edge cases and turning them into reusable workflows. The result is sustained execution, not a one-time backlog exercise.
Results reported across the active deployment
15k+new transaction complaints closed
13k+reassign complaints closed
4k+response-received complaints closed
637workflow improvements deployed
Security and control
Designed for data that cannot leave the boundary.
Each deployment is isolated for the institution. CaseLEA accesses approved data sources read-only, processes case data inside the deployment boundary and retains only the minimum metadata needed to operate and audit the workflow.
Dedicated VPC in MumbaiAWS or GCP deployment aligned to Indian data residency requirements.
No customer data used for trainingTransaction and PII data does not flow back into shared models or Patched systems.
Review and approval by policyOperate draft-first, maker-checker or autonomous by approved scenario.
Audit evidence for every caseInputs, checks, decisions, timestamps, outputs and exception reasons remain reviewable.
SOC 2 Type I and IIRBI SAR certified deployment and CERT-In empanelled penetration testing.
Institution-specific deployment
LEA channelsI4C, NCRP, MRM, GRM and email
→
CaseLEA executionDedicated, serverless processing for each case
Bank systemsAPIs, warehouse, SFTP, KYC and service desk
→
Rules and evidenceDeterministic checks, exception routing and audit
Encrypted in transit and at rest. Least-privilege access. Read-only data retrieval. Deployment and retention controls finalized with your security team.
Prove it on your operation
Start with the cases your current process cannot absorb.
Choose one or two workflows, representative cases and a measurable outcome. We configure CaseLEA around your approved data sources and run in draft mode before any external action.
- 01 Agree workflow and success metric
- 02 Connect approved data and templates
- 03 Run representative cases for 2-4 weeks
- 04 Review accuracy, effort and exceptions