Inbound service: Grievances & inquiries ticketed into your systems
dhi answers routine inbound customer service inquiries and logs customer grievances directly from approved product documentation. Where an issue requires human review, it initiates an immediate warm transfer.
Inbound Grievance & Service Handover
“Good morning Mr. Patel, I am calling from Apex Commercial Bank regarding the facility renewal. May I confirm I am speaking with Rajesh Patel?”
“Yes, this is Rajesh. I saw the renewal note, but our export shipment got delayed in Antwerp, so our receivable cycle shifted by three weeks. Can we waive the renewal fee until the cargo clears?”
“I understand the shipment delay in Antwerp, Mr. Patel. While I can record your updated receivable date as September 15th, fee waiver decisions require approval from your relationship manager.”
“Can you connect me with someone who can review this today? We need the facility active for raw materials.”
“Connecting you now to Priya, your Relationship Manager. I have passed along your Antwerp shipment notes and waiver request so she has the context.”
“Hello Rajesh, Priya here. I see the Antwerp port delay note and the 3-week receivable shift. Let's look at your bill of lading to review the waiver right away.”
Answer product questions from approved material; record dates.
No improvisation, no fee waiver approvals, no conversion pressure.
Warm transfer to Relationship Manager with pre-structured brief.
Approved Knowledge Only
Answers questions strictly from your approved terms, fee schedules, and servicing policies. It never improvises or assumes unverified information.
Customer Statements Preserved
What a customer says is timestamped and recorded as their statement - routed to your audit and risk teams for independent evaluation.
Direct CRM Integration
Call records, verified contact dates, and escalation tickets flow directly into your core banking CRM, case management, or servicing platform.
Test inbound voice handling in shadow mode
Design a pilot on one routine servicing journey.