RBI · Social-media grievance mandate
The RBI directive on social-media grievances — made operational.
RBI asks BFSI organisations to monitor, acknowledge, escalate and resolve customer grievances on social media — promptly, within timelines, with courteous and transparent responses. Locobuzz turns each obligation into a governed, AI-powered workflow — running today inside India's largest banks, NBFCs, insurers and fintechs.
39→85%
Response rate · 3 months
24h→15m
First response time
120M/yr
Conversations monitored
100%
SLA adherence
Live outcomes at a leading Indian private-sector bank — running today on Locobuzz.
The four obligations · made operational
What RBI asks for — and how it actually runs.
Prompt monitoring · prompt acknowledgement · severity-aware escalation · resolution within the stipulated window. Each one is a single configurable workflow on Locobuzz, not a checklist someone has to remember.
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RBI: Prompt monitoring
Every channel, one real-time queue
Mentions, comments, DMs and reviews across Facebook, Instagram, LinkedIn, X and review sites flow into one unified Smart Inbox — 24/7, nothing slips through the cracks.
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RBI: Prompt acknowledgement
Acknowledged in minutes
AI auto-acknowledges and ResponseGenie drafts an instant, brand-voice reply in 22+ Indian languages — first response in minutes, starting the resolution clock.
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RBI: Escalation
Severity-aware, before breach
SignalSense scores severity and force-flags regulatory mentions (@RBI / @SEBI); auto-escalation and maker-checker route sensitive cases before an SLA breach.
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RBI: Resolution + courteous responses
Closed within the SLA, on-brand
Live SLA countdowns ensure closure inside the stipulated window; AgentIQ checks every reply for tone, accuracy and compliance before it posts.
Courteous, transparent, customer-centric: AgentIQ runs live QA on every outbound reply — tone, accuracy, brand-fit and compliance — before it goes live. So every public response meets the bar the regulator expects.
Want to see these four obligations live on your social channels?
Book a 20-min walkthrough →
How it works · AI-powered
From a social complaint to a resolved, audited grievance.
One governed, AI-driven pipeline — built so prompt monitoring, acknowledgement, escalation and SLA-bound resolution happen by default, not by chasing.
01
Capture
Every grievance across Facebook, Instagram, LinkedIn, X, reviews and comments lands in one Smart Inbox — no missed mentions.
02
Understand
Our AI decodes intent & aspect; SignalSense scores severity and flags regulatory or viral-risk cases instantly.
03
Acknowledge
ResponseGenie drafts an instant, brand-voice reply in 22+ languages; auto-acknowledgement starts the resolution clock.
04
Route & escalate
Severity- and skill-based routing, auto-escalation chains and maker-checker governance for sensitive or regulatory cases.
05
Resolve & audit
Closed within SLA, with a full timestamped audit trail — every action logged and reportable for regulatory review.
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SLA countdowns
Live timers on every ticket; supervisor nudges and auto-escalation before the stipulated window lapses.
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Auto-escalation
Tickets move from frontline to specialised teams automatically — zero manual chasing, zero silent breaches.
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Maker-checker
Sensitive and regulatory replies pass mandatory review before publishing — control without slowing the queue.
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Audit trail
Every acknowledgement, escalation and resolution timestamped — ready for internal audit or regulatory inspection.
See this pipeline run on your own grievances — live, on real data.
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The AI doing the work
Our proprietary engines — all working together.
The intelligence that makes prompt, compliant grievance resolution possible — running today inside India's largest banks.
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SignalSense™
Intent-based crisis & PR-threat detection. Force-flags regulatory mentions (@RBI / @SEBI), ombudsman handles and viral risk before they escalate — protection against silent breaches and wrongful auto-closure.
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ResponseGenie™
Personalised, brand-voice replies across 22+ Indian languages — courteous, on-message and ready to acknowledge within minutes. Tone-adjustable. Starts the resolution clock the moment the grievance lands.
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AgentIQ™
Real-time agent guidance on tone, empathy and brand compliance. Live QA on every outbound reply — catches off-brand, factually wrong or non-compliant responses before they post. The last guardrail between your team and a public misstep.
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Location Intelligence
Pinpoints where grievances originate — branch, ATM, city or zone. Heat-maps complaint hotspots, benchmarks regions against each other and surfaces repeat-offender locations, so fixes land where the problem actually is.
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Workflow Automation
Auto-routes every grievance to the right team with SLA timers, escalation matrices and maker-checker approvals built in — no manual triage, no ticket lost between queues, no SLA breach going unnoticed.
Proven in BFSI
The numbers that stand up to a regulator.
Real outcomes from leading public-sector banks, private banks, NBFCs and insurers running Locobuzz today.
39→85%
Response rate, 3 mo · private bank
24h→<15m
First response time · BFSI
1,689+
Reg-mention tickets rescued · public-sector bank
3M+
Grievances resolved · 22+ languages
PSB
1,689+ regulatory-mention tickets rescued from wrongful auto-closure
- @RBI / @SEBI handled in <15 minutes
- 3M+ grievances resolved across 22+ Indian languages
- Audit trail ready for regulator inspection
SignalSenseAgentIQ
PVT
39% → 85% response rate in 3 months — on 120M conversations / year
- Response time 24h → <15m
- 100% SLA adherence
- Live command centre across 3 HQ locations
SignalSenseChatwithData
PVT
Severity-aware grievance routing across the full digital banking estate
- @RBI / @SEBI mentions flagged and routed in real time
- AgentIQ live QA on every public reply
- Maker-checker review on regulated and sensitive cases
SignalSenseAgentIQResponseGenie
DFB
Unified Smart Inbox + audit trail across every digital channel
- Mentions, comments, DMs, reviews — one queue
- SLA countdowns + auto-escalation before breach
- Timestamped audit trail for every grievance
SignalSenseResponseGenieAgentIQ
✓ ISO 27001:2022
✓ SOC 2 Type II
✓ GDPR
✓ DPDP Act 2023
✓ CERT-In ready
✓ 99.99% uptime
Be the next number on this list. Book a walkthrough and we'll show you how — on your data.
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Already trusted by
Some of India's largest banks, NBFCs, insurers and fintechs — a decade in BFSI, AI-first, 350+ enterprise and government brands across 8 countries.
Questions, answered
RBI social-media grievance compliance, in plain answers.
The questions BFSI compliance, CX and digital teams ask before rolling Locobuzz out across their social channels.
What does the RBI social-media grievance directive require?
RBI asks BFSI organisations to monitor, acknowledge, escalate and resolve customer grievances raised on social media — promptly, within stipulated timelines, with courteous and transparent responses. Locobuzz turns each of these four obligations into a single governed, AI-powered workflow.
How quickly are grievances acknowledged and resolved?
ResponseGenie drafts an instant, brand-voice acknowledgement in minutes, which starts the resolution clock. Live SLA countdowns and auto-escalation then ensure each case is closed within the stipulated window — with regulatory mentions like @RBI and @SEBI handled in under 15 minutes.
How does Locobuzz prevent SLA breaches and wrongful auto-closure?
SignalSense scores severity and force-flags regulatory mentions, ombudsman handles and viral-risk cases before they escalate. Auto-escalation chains and maker-checker review route sensitive cases for approval, and at a leading public-sector bank this rescued 1,689+ regulatory-mention tickets from wrongful auto-closure.
Which channels and languages does it cover?
Mentions, comments, DMs and reviews across Facebook, Instagram, LinkedIn, X and review sites flow into one unified Smart Inbox, 24/7. ResponseGenie replies in 22+ Indian languages, with aspect-level sentiment read across 30+ languages.
Is it secure and compliant enough for regulated BFSI use?
Yes. Locobuzz is ISO 27001:2022 certified, SOC 2 Type II audited, GDPR and DPDP Act 2023 compliant, and CERT-In ready with India data residency and 99.99% uptime. Every acknowledgement, escalation and resolution is timestamped into an audit trail ready for regulatory inspection.
How long does it take to go live?
Typical onboarding is around 4 weeks. A 20-minute walkthrough on your own data shows the Smart Inbox, SignalSense flagging, SLA dashboard and the audit trail you would hand to the regulator — with no commitment.
Book a walkthrough
20 minutes to see your RBI obligations operational.
A live walkthrough on your own data — Smart Inbox, SignalSense flagging, SLA dashboard and the audit trail you'd hand to the regulator.
See @RBI / @SEBI mentions surface and route in <15 minutes.
Watch SLA countdowns and auto-escalation work in real time.
Pull the regulator-mention register and audit trail on screen.
No commitment — leave with the report templates you saw.
Book your walkthrough
A specialist will reach out within one working day.
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Thank you — request received.
A Locobuzz specialist will email you within one working day to schedule your walkthrough. In the meantime, the four AI engines and the audit-trail samples are already on their way to your inbox.