Agentic AI for Complaint Resolution in Financial Institutions Aligned with CFPB Regulations
Shrikanth Mahale · The Review of Contemporary Scientific and Academic Studies · 2025
Consumer complaint resolution and agentic AI -One of the more exciting applications of agentic 28D CX AI is to use it to resolve consumer complaints per the PUC's own guidelines and rules.In this generalized sense, we explore the CFPB's requirements to build and deploy agentic AI systems for managing consumer complaints in the context of financial institutions.The cool stuff today along with being CFPB compliant, AI allows FIs to respond rapidly, individually and to sustain that personal touch as the customer's complaint goes through the cycle.AI could introduce transparency into the system, reduce biases in addressing complaints and lower the potential for human error.It also stresses the importance of AI systems aligning with CFPB guidance, and for research on explainability of paperwork and the extent to which it influences decision-making to remain front and center in building trust with consumers.This is part of the legal structure that says AI cannot infringe on consumer rights, must deliver just outcomes and must work in certain ways under the law.Data sovereignty, responsibility, and bias are a few of the moral problems the authors include when they discuss agentic AI and how to solve them.System Illustration: The report demonstrates AI could enhance operational efficiency and consumer protection based on institutions that have already introduced AI-enabled complaints redressal mechanisms.In their concluding comments, the researchers note how agentic AI could transform the complaints resolution process.