Dispute Manager Agent AI

Invoked when: a dispute is submitted through any channel — app, email, WhatsApp, phone, or branch

• –Classifies every dispute into one of six standard categories: payment not reflected (borrower has made a payment that is not showing in the account), charge dispute (borrower contests a late fee, bounce charge, or processing fee), settlement dispute (borrower claims they reached a verbal settlement with a collections agent that has not been honoured), contact frequency dispute (borrower claims they were contacted more frequently than permitted by the RBI Fair Practices Code), agent conduct dispute (borrower claims abusive, threatening, or inappropriate conduct by a collections agent), and account balance dispute (borrower disputes the outstanding balance or the interest calculation). Each category has a specific evidence requirement and a designated reviewing authority.
• –Assesses the dispute's prima facie merit — not a resolution, but a preliminary assessment of whether the dispute describes a scenario that is plausible given the account history. A payment not reflected dispute for a borrower who has no payment history in the relevant period is prima facie plausible; the same dispute for a borrower whose account shows the payment as received is prima facie implausible. Prima facie assessment flags disputes that appear to be factually contradicted by the account data, allowing the collections head to prioritise their review time.
• –Sends an acknowledgment to the borrower within 24 hours of dispute receipt — confirming the dispute has been received, providing a dispute reference number, and setting the expectation of a response within 30 days. The acknowledgment also provides the borrower with the specific document or evidence they can provide to support their dispute (the payment receipt for a payment not reflected dispute, the date and time of the alleged settlement for a settlement dispute) — gathering borrower-side evidence proactively rather than requesting it later in the process.

Invoked when: dispute triage is complete — evidence gathering begins immediately and the bundle is assembled within 48 hours

• –Retrieves the category-specific evidence for each dispute from the relevant systems — payment transaction records and account statements from the LOS (for payment not reflected and account balance disputes), charge calculation logs and the applicable fee schedule (for charge disputes), call recordings and the settlement documentation system (for settlement disputes), contact frequency logs with timestamps (for contact frequency disputes), and call recordings with the specific date and time of the disputed interaction (for agent conduct disputes). The evidence retrieval is automated and systematic — no manual evidence-gathering step is required for standard dispute categories.
• –Retrieves the borrower's consent records from the DPDP consent store — confirming the channels and contact frequency the borrower consented to at onboarding. Consent records are relevant evidence for contact frequency disputes (the borrower consented to the frequency they are now disputing) and for agent conduct disputes (the agent contacted the borrower through a channel the borrower had not consented to). Consent records are attached to every evidence bundle regardless of dispute category — they are background context that the collections head may need to assess any dispute.
• –Assembles the evidence bundle in a structured format — the dispute summary (category, borrower statement, prima facie assessment), the retrieved evidence (organised by type with source references), the borrower-provided evidence (if any was submitted in response to the acknowledgment), and a resolution recommendation based on the evidence. The resolution recommendation is the agent's factual assessment of what the evidence shows — it is not a binding decision, but it provides the collections head with a starting point for their review rather than requiring them to re-examine the raw evidence from scratch.

Invoked continuously after dispute triage — SLA clock runs from dispute receipt until resolution communication is sent to the borrower

• –Tracks every dispute against the 30-day RBI resolution SLA — with an internal target of 15 days for standard disputes and 25 days for complex disputes (those involving call recording review or multi-system evidence). At 20 days without a recorded resolution decision, the dispute is escalated to the collections head with a specific flag: the 30-day deadline is 10 days away. This buffer is designed to ensure that the collections head has time to review, decide, and communicate the resolution to the borrower within the regulatory deadline — not just record the internal decision.
• –Manages the resolution communication workflow — once the collections head records a resolution decision, the agent assembles the resolution letter to the borrower: confirming the outcome (upheld / partially upheld / not upheld), the specific basis for the decision (the evidence that supported it), and, where relevant, the financial adjustment that has been applied or the commitment made by LendingIQ. The resolution letter is dispatched in the borrower's preferred channel within 24 hours of the decision being recorded.
• –Tracks disputes that escalate to the Banking Ombudsman — preparing the evidence bundle in the format required by the Ombudsman's office and tracking the Ombudsman's response deadline. Ombudsman cases are flagged immediately to the CCO and legal counsel; the collections head's resolution authority is supplemented by the CCO for Ombudsman cases.