FORM 2
THE PATENTS ACT, 1970 (39 OF 1970) & THE PATENT RULES, 2003
COMPLETE SPECIFICATION
(See section 10 and rule 13)
“METHOD AND SYSTEM FOR ONE OR MORE COMPLAINT
RESOLUTIONS”
We, Jio Platforms Limited, an Indian National, of Office - 101, Saffron, Nr. Centre Point, Panchwati 5 Rasta, Ambawadi, Ahmedabad - 380006, Gujarat, India.
The following specification particularly describes the invention and the manner in which it is to be performed.

METHOD AND SYSTEM FOR ONE OR MORE COMPLAINT
RESOLUTIONS
TECHNICAL FIELD
[0001] Embodiments of the present disclosure generally relate to complaint resolution systems. More particularly, embodiments of the present disclosure relate to methods and systems for optimising a complaint resolution process based on generating a Service Level Agreement (SLA) matrix associated with a complaint order received from a customer.
BACKGROUND
[0002] The following description of the related art is intended to provide background information pertaining to the field of the disclosure. This section may include certain aspects of the art that may be related to various features of the present disclosure. However, it should be appreciated that this section is used only to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art.
[0003] Customer Relationship Management (CRM) is a combination of technologies, practices, and strategies that several companies use to manage and analyse one or more customer/client and/or lead interactions and data throughout a customer life cycle. The CRM conducts various operations, such as onboarding new customers, modifying customer details such as personal and account information, and managing services by processing orders from multiple front-end channels. Subsequently, an order identifier is generated to track each specific order, with additional details related to that order presented to the customer through the CRM interface using the order identifier.

[0004] In addition to this, an objective of the CRM is to improve customer service relationships, reduce time-to-market for new business requirements, facilitate modifications and adaptations, assist in customer retention, and drive sales growth. The CRM-based system compiles a set of customer data across different channels, or points of contact, between the customer and the company, which includes a company's website address, a telephone number, a live chat, a mail address, one or more marketing materials, one or more social networks, and others. Furthermore, the CRM system also maintains an information (such as personal information, order history, preferences, and concerns) about each customer associated with the company.
[0005] Furthermore, communication between the customer and the company is usually performed with a Service Level Agreement (SLA). The SLA is an agreement between the company (i.e., a service provider) and the customer. The SLA includes a plurality of aspects such as quality, availability, and responsibilities that are agreed between the company and the customer. The SLA is used to ensure a quality of service (QoS) for a service delivery.
[0006] Conventionally, managing services involves measuring QoS and determining whether specific requirements or thresholds have been met. In order to do so, the process typically involves manually identifying issues when these requirements or thresholds are not met. Subsequently, one or more corrective actions are undertaken by an administrator, an operator, or other authorized personnel of the company based on the identified issues.
[0007] The CRM system handles various types of orders associated with multiple milestones and approval stages. The multiple milestone and approval stage needs to be done and completed in a timely manner to avoid a delay in managing the orders. Even a single delay can lead to financial losses for the company if orders are not processed promptly. To address the issue of delays, several improvements

have been implemented in the existing CRM systems, including flagging delay situations upon detection, generating alerts, and predicting potential delays.
[0008] However, despite the improvements, the existing solutions do not provide an auto-configurable solution that utilizes one or more parameters from the SLA or utilizes an SLA matrix for managing the delivery of services. This limitation restricts companies from optimizing their service delivery processes fully, potentially leading to multiple inefficiencies in handling customer expectations and service quality commitments.
[0009] Hence, due to aforementioned drawbacks, there is a requirement of an improved method and system for resolving one or more complaints.
SUMMARY
[0010] This section is provided to introduce certain aspects of the present disclosure in a simplified form that are further described below in the detailed description. This summary is not intended to identify the key features or the scope of the claimed subject matter.
[0011] An aspect of the present disclosure may relate to a method for one or more complaint resolutions. The method comprises receiving, by a transceiver unit, from a customer, a complaint order comprising one or more complaint parameters. The method further comprises initiating, by a processing unit, a request associated with the complaint order based on the one or more complaint parameters, wherein the request comprises one or more request parameters. The method further comprises fetching, by the processing unit, a set of pre-stored resolution departments based on the request. The method further comprises allocating, by an allocation unit, a target resolution department from the set of pre-stored resolution departments based on the one or more request parameters. The method further comprises identifying, by an identification unit, one or more resolution stages associated with the request. The

method further comprises assigning, by an assignment unit, a set of time limit to the one or more resolution stages. The method further comprises generating, by the processing unit, one or more resolution levels associated with the request based on the assigning of the set of time limit to the one or more resolution stages. The method further comprises mapping, by a mapping unit, the one or more resolution levels and the target resolution department associated with the request. The method further comprises generating, by matrix generator, a Service Level Agreement (SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department. The method further comprises optimising, by the processing unit, the one or more complaint resolutions based on generating the Service Level Agreement (SLA) matrix associated with the complaint order.
[0012] In an exemplary aspect of the present disclosure, the complaint parameter is at least one of a product parameter associated with the complaint order, and a scenario parameter associated with the complaint order.
[0013] In an exemplary aspect of the present disclosure, the one or more request parameters is at least one of the product parameter associated with the request, the scenario parameter associated with the request, and a set of parameters associated with the customer.
[0014] In an exemplary aspect of the present disclosure, the Service Level Agreement (SLA) matrix is at least a configurable matrix via an agent input comprising one or more configurable parameters based on at least the complaint order.
[0015] In an exemplary aspect of the present disclosure, the breach condition is detected in an event a breach associated with the set of time limit to the one or more resolution stages is detected, and in an event a breach associated the one or more resolution levels associated with the request is detected.

[0016] Another aspect of the present disclosure may relate to a system for one or more complaint resolutions. The system comprises a transceiver unit configured to receive, from a customer, a complaint order comprising one or more complaint parameters. The system comprises a processing unit connected to at least the transceiver unit. The processing unit is configured to initiate, a request associated with the complaint order based on the one or more complaint parameters, wherein the request comprises one or more request parameters. The processing unit is further configured to fetch, a set of pre-stored resolution department based on the request. The system further comprises an allocation unit connected to at least the processing unit. The allocation unit is configured to allocate, a target resolution department from the set of pre-stored resolution department based on the one or more request parameters. The system further comprises an identification unit connected to at least the allocations unit, wherein the identification unit is configured to identify, one or more resolution stages associated with the request. The system further comprises an assignment unit connected to at least the identification unit, wherein the assignment unit is configured to assign, a set of time limit to the one or more resolution stages. The processing unit is further configured to generate, one or more resolution levels associated with the request based on assigning the set of time limit to the one or more resolution stages. The system further comprises a mapping unit connected to at least the processing unit, the mapping unit is configured to map, the one or more resolution levels and the target resolution department associated with the request. The system further comprises a matrix generator connected to at least the mapping unit, wherein the matrix generator is configured to generate, a Service Level Agreement (SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department. The processing unit is further configured to optimise, the one or more complaint resolutions based on the generation of the Service Level Agreement (SLA) matrix associated with the complaint order.

[0017] Another aspect of the present disclosure may relate to a User Equipment (UE) for one or more complaint resolutions. The UE comprises a memory, and a processor coupled with the memory, wherein the processor is configured to send, to a system, a complaint order comprising one or more complaint parameters from a customer. The complaint management is optimized by the system based on initiating, by a processing unit of the system, a request associated with the complaint order based on the one or more complaint parameters, wherein the request comprises one or more request parameters. Further, the complaint management is optimized based on fetching, by the processing unit of the system, a set of pre-stored resolution department based on the request. Further, the complaint management is optimized based on allocating, by an allocation unit of the system, a target resolution department from the set of pre-stored resolution department based on the one or more request parameters. Further, the complaint management is optimized based on identifying, by an identification unit of the system, one or more resolution stages associated with the request. The complaint management is further optimized based on assigning, by an assignment unit of the system, a set of time limit to the one or more resolution stages. Further, the complaint management is optimized based on generating, by the processing unit of the system, one or more resolution levels associated with the request based on the assigning of the set of time limit to the one or more resolution stages. Further, the complaint management is optimized based on mapping, by a mapping unit of the system, the one or more resolution levels and the target resolution department associated with the request. Further, the complaint management is optimized based on generating, by matrix generator of the system, a Service Level Agreement (SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department. Thereafter, the complaint management is optimized based on optimizing, by the processing unit of the system, the one or more complaint resolutions based on generating the Service level agreement (SLA) matrix associated with the complaint order.

[0018] Yet another aspect of the present disclosure may relate to a non-transitory computer readable storage medium storing one or more instructions for one or more complaint resolutions, the one or more instructions include executable code which, when executed by one or more units of a system, causes: a transceiver unit of the system to receive, from a customer, a complaint order comprising one or more complaint parameters. The one or more instructions, when executed, causes a processing unit of the system to initiate, a request associated with the complaint order based on the one or more complaint parameters, wherein the request comprises one or more request parameters. The one or more instructions, when executed, further causes the processing unit of the system to fetch, a set of pre-stored resolution department based on the request. The one or more instructions, when executed, causes an allocation unit of the system to allocate, a target resolution department from the set of pre-stored resolution department based on the one or more request parameters. The one or more instructions, when executed, causes an identification unit of the system to identify, one or more resolution stages associated with the request. Further, the one or more instructions when executed causes an assignment unit of the system to assign, a set of time limit to the one or more resolution stages. The one or more instructions, when executed, further causes the processing unit of the system to generate, one or more resolution levels associated with the request based on assigning the set of time limit to the one or more resolution stages. The one or more instructions, when executed, further causes a mapping unit of the system to map, the one or more resolution levels and the target resolution department associated with the request. Further, the one or more instructions, when executed causes a matrix generator of the system to generate, a Service Level Agreement (SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department. Thereafter, the one or more instructions when executed causes the processing unit of the system to optimise the one or more complaint resolutions based on the generation of the Service Level Agreement (SLA) matrix associated with the complaint order.

OBJECTS OF THE DISCLOSURE
[0019] Some of the objects of the present disclosure, which at least one
5 embodiment disclosed herein satisfies are listed herein below.
[0020] It is an object of the present disclosure to provide a system and a method for one or more complaint resolutions.
10 [0021] It is another object of the present disclosure to provide a solution to handle
Service Level Agreements (SLA) jeopardy management for an order or a potential lead.
[0022] It is another object of the present disclosure to provide an auto-configurable
15 solution which takes one or more parameters from the SLA or utilize an SLA matrix
for managing the orders.
[0023] It is another object of the present disclosure to provide an auto-configurable
solution which is able to configure one or more user privilege levels like L1, L2,
20 and L3 etc, and may be assigned a duration, a unit of duration, a template and a
department, so that if particular configuration gets delayed, a CRM based system may be triggered with a pre-configured SLA to handle this breach.
[0024] It is another object of the present disclosure to provide a solution for
25 resolving one or more complaints which may be collaborated or integrated with any
of external system and may process the data for the CRM based system.
[0025] It is yet another object of the present disclosure to provide a solution which utilizes an SLA matrix for highlighting one or more issues in an order lifecycle. 30
BRIEF DESCRIPTION OF THE DRAWINGS
9

[0026] The accompanying drawings, which are incorporated herein, and constitute
a part of this disclosure, illustrate exemplary embodiments of the disclosed methods
and systems in which like reference numerals refer to the same parts throughout the
5 different drawings. Components in the drawings are not necessarily to scale,
emphasis instead being placed upon clearly illustrating the principles of the present
disclosure. Also, the embodiments shown in the figures are not to be construed as
limiting the disclosure, but the possible variants of the method and system
according to the disclosure are illustrated herein to highlight the advantages of the
10 disclosure. It will be appreciated by those skilled in the art that disclosure of such
drawings includes disclosure of electrical components or circuitry commonly used to implement such components.
15 [0027] FIG. 1 illustrates an exemplary block diagram of a computing device upon
which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure.
[0028] FIG. 2 illustrates an exemplary block diagram of a system for one or more
20 complaint resolutions, in accordance with exemplary implementations of the
present disclosure.
[0029] FIG. 3 illustrates a flow diagram of a method for one or more complaint
resolutions, in accordance with exemplary implementations of the present
25 disclosure.
[0030] FIG. 4 illustrates a flow diagram of an exemplary method for one or more complaint resolutions, in accordance with exemplary implementations of the present disclosure. 30
10

[0031] FIG. 5 illustrates a system architecture diagram for one or more complaint resolutions in accordance with exemplary implementations of the present disclosure.
5 [0032] The foregoing shall be more apparent from the following more detailed
description of the disclosure.
DETAILED DESCRIPTION
10 [0033] In the following description, for the purposes of explanation, various
specific details are set forth in order to provide a thorough understanding of embodiments of the present disclosure. It will be apparent, however, that embodiments of the present disclosure may be practiced without these specific details. Several features described hereafter may each be used independently of one
15 another or with any combination of other features. An individual feature may not
address any of the problems discussed above or might address only some of the problems discussed above.
[0034] The ensuing description provides exemplary embodiments only, and is not
20 intended to limit the scope, applicability, or configuration of the disclosure. Rather,
the ensuing description of the exemplary embodiments will provide those skilled in
the art with an enabling description for implementing an exemplary embodiment.
It should be understood that various changes may be made in the function and
arrangement of elements without departing from the spirit and scope of the
25 disclosure as set forth.
[0035] Specific details are given in the following description to provide a thorough
understanding of the embodiments. However, it will be understood by one of
ordinary skill in the art that the embodiments may be practiced without these
30 specific details. For example, circuits, systems, processes, and other components
11

may be shown as components in block diagram form in order not to obscure the embodiments in unnecessary detail.
[0036] Also, it is to be noted that individual embodiments may be described as a
5 process which is depicted as a flowchart, a flow diagram, a data flow diagram, a
structure diagram, or a block diagram. Although a flowchart may describe the
operations as a sequential process, many of the operations may be performed in
parallel or concurrently. In addition, the order of the operations may be re-arranged.
A process is terminated when its operations are completed but could have additional
10 steps not included in a figure.
[0037] The word “exemplary” and/or “demonstrative” is used herein to mean serving as an example, instance, or illustration. For the avoidance of doubt, the subject matter disclosed herein is not limited by such examples. In addition, any
15 aspect or design described herein as “exemplary” and/or “demonstrative” is not
necessarily to be construed as preferred or advantageous over other aspects or designs, nor is it meant to preclude equivalent exemplary structures and techniques known to those of ordinary skill in the art. Furthermore, to the extent that the terms “includes,” “has,” “contains,” and other similar words are used in either the detailed
20 description or the claims, such terms are intended to be inclusive—in a manner
similar to the term “comprising” as an open transition word—without precluding any additional or other elements.
[0038] As used herein, a “processing unit” or “processor” or “operating processor”
25 includes one or more processors, wherein processor refers to any logic circuitry for
processing instructions. A processor may be a general-purpose processor, a special
purpose processor, a conventional processor, a digital signal processor, a plurality
of microprocessors, one or more microprocessors in association with a Digital
Signal Processing (DSP) core, a controller, a microcontroller, Application Specific
30 Integrated Circuits, Field Programmable Gate Array circuits, any other type of
integrated circuits, etc. The processor may perform signal coding data processing,
12

input/output processing, and/or any other functionality that enables the working of the system according to the present disclosure. More specifically, the processor or processing unit is a hardware processor.
5 [0039] As used herein, “a user equipment”, “a user device”, “a smart-user-device”,
“a smart-device”, “an electronic device”, “a mobile device”, “a handheld device”, “a wireless communication device”, “a mobile communication device”, “a communication device” may be any electrical, electronic and/or computing device or equipment, capable of implementing the features of the present disclosure. The
10 user equipment/device may include, but is not limited to, a mobile phone, smart
phone, laptop, a general-purpose computer, desktop, personal digital assistant, tablet computer, wearable device or any other computing device which is capable of implementing the features of the present disclosure. Also, the user device may contain at least one input means configured to receive an input from unit(s) which
15 are required to implement the features of the present disclosure.
[0040] As used herein, “storage unit” or “memory unit” refers to a machine or computer-readable medium including any mechanism for storing information in a form readable by a computer or similar machine. For example, a computer-readable
20 medium includes read-only memory (“ROM”), random access memory (“RAM”),
magnetic disk storage media, optical storage media, flash memory devices or other types of machine-accessible storage media. The storage unit stores at least the data that may be required by one or more units of the system to perform their respective functions.
25
[0041] As used herein “interface” or “user interface refers to a shared boundary across which two or more separate components of a system exchange information or data. The interface may also be referred to a set of rules or protocols that define communication or interaction of one or more modules or one or more units with
30 each other, which also includes the methods, functions, or procedures that may be
called.
13

[0042] All modules, units, components used herein, unless explicitly excluded
herein, may be software modules or hardware processors, the processors being a
general-purpose processor, a special purpose processor, a conventional processor, a
5 digital signal processor (DSP), a plurality of microprocessors, one or more
microprocessors in association with a DSP core, a controller, a microcontroller, Application Specific Integrated Circuits (ASIC), Field Programmable Gate Array circuits (FPGA), any other type of integrated circuits, etc.
10 [0043] As used herein, the transceiver unit includes at least one receiver and at least
one transmitter configured respectively for receiving and transmitting data, signals, information or a combination thereof between units/components within the system and/or connected with the system.
15 [0044] As discussed in the background section, a Customer Relationship
Management (CRM) system plays an important role in managing multiple customer interactions and data throughout the lifecycle. The CRM system facilitates various operations such as onboarding new customers, modifying customer details, and processing orders through multiple channels. However, the current CRM systems
20 face challenges in effectively managing Service Level Agreements (SLAs). These
agreements are essential for ensuring service quality and compliance but often require manual oversight to address issues and delays. The current solutions lack in adapting one or more SLA parameters for optimizing an order management process. The current known solutions have several shortcomings. The present disclosure
25 aims to overcome the above-mentioned and other existing problems in this field of
technology by providing a novel solution for one or more complaint resolutions. The novel solution of the present disclosure efficiently resolves one or more complaints received from a customer, by initiating a request based on complaint parameters, and retrieving relevant resolution departments. Subsequently, a target
30 resolution department is allocated. Further, resolution stages associated with the
request are identified and one or more time limits are assigned to the resolution
14

stages. Then, the novel solution of the present disclosure generates resolution levels and then maps the generated resolution levels to the resolution stages. Thereafter, a Service Level Agreement (SLA) matrix is then generated and processed for optimizing overall complaint management process. 5
[0045] FIG. 1 illustrates an exemplary block diagram of a computing device [100] upon which the features of the present disclosure may be implemented in accordance with exemplary implementations of the present disclosure. In an implementation, the computing device [100] may also implement a method for one
10 or more complaint resolutions by utilising the system [200]. In another
implementation, the computing device [100] itself implements the method for one or more complaint resolutions using one or more units configured within the computing device [100], wherein said one or more units are capable of implementing the features as disclosed in the present disclosure.
15
[0046] The computing device [100] may include a bus [102] or other communication mechanism for communicating information, and a processor [104] coupled with bus [102] for processing information. The processor [104] may be, for example, a general-purpose microprocessor. The computing device [100] may also
20 include a main memory [106], such as a random-access memory (RAM), or other
dynamic storage device, coupled to the bus [102] for storing information and instructions to be executed by the processor [104]. The main memory [106] also may be used for storing temporary variables or other intermediate information during execution of the instructions to be executed by the processor [104]. Such
25 instructions, when stored in non-transitory storage media accessible to the processor
[104], render the computing device [100] into a special-purpose machine that is customized to perform the operations specified in the instructions. The computing device [100] further includes a Read Only Memory (ROM) [108] or other static storage device coupled to the bus [102] for storing static information and
30 instructions for the processor [104].
15

[0047] A storage device [110], such as a magnetic disk, optical disk, or solid-state
drive is provided and coupled to the bus [102] for storing information and
instructions. The computing device [100] may be coupled via the bus [102] to a
display [112], such as a Cathode Ray Tube (CRT), Liquid Crystal Display (LCD),
5 Light Emitting Diode (LED) display, Organic LED (OLED) display, etc. for
displaying information to a computer user. An input device [114], including alphanumeric and other keys, touch screen input means, etc. may be coupled to the bus [102] for communicating information and command selections to the processor [104]. Another type of user input device may be a cursor controller [116], such as a
10 mouse, a trackball, or cursor direction keys, for communicating direction
information and command selections to the processor [104], and for controlling cursor movement on the display [112]. The input device typically has two degrees of freedom in two axes, a first axis (e.g., x) and a second axis (e.g., y), that allow the device to specify positions in a plane.
15
[0048] The computing device [100] may implement the techniques described herein using customized hard-wired logic, one or more ASICs or FPGAs, firmware and/or program logic which in combination with the computing device [100] causes or programs the computing device [100] to be a special-purpose machine.
20 According to one implementation, the techniques herein are performed by the
computing device [100] in response to the processor [104] executing one or more sequences of one or more instructions contained in the main memory [106]. Such instructions may be read into the main memory [106] from another storage medium, such as the storage device [110]. Execution of the sequences of instructions
25 contained in the main memory [106] causes the processor [104] to perform the
process steps described herein. In alternative implementations of the present disclosure, hard-wired circuitry may be used in place of or in combination with software instructions.
30 [0049] The computing device [100] also may include a communication interface
[118] coupled to the bus [102]. The communication interface [118] provides a two-
16

way data communication coupling to a network link [120] that is connected to a
local network [122]. For example, the communication interface [118] may be an
integrated services digital network (ISDN) card, cable modem, satellite modem, or
a modem to provide a data communication connection to a corresponding type of
5 telephone line. As another example, the communication interface [118] may be a
local area network (LAN) card to provide a data communication connection to a
compatible LAN. Wireless links may also be implemented. In any such
implementation, the communication interface [118] sends and receives electrical,
electromagnetic or optical signals that carry digital data streams representing
10 various types of information.
[0050] The computing device [100] can send messages and receive data, including program code, through the network(s), the network link [120] and the communication interface [118]. In the Internet example, a server [130] might
15 transmit a requested code for an application program through the Internet [128], the
ISP [126], the local network [122], the host [124] and the communication interface [118]. The received code may be executed by the processor [104] as it is received, and/or stored in the storage device [110], or other non-volatile storage for later execution.
20
[0051] Referring to FIG. 2, an exemplary block diagram of a system [200] for one or more complaint resolutions is shown, in accordance with the exemplary implementations of the present disclosure. The system [200] comprises at least one transceiver unit [202], at least one processing unit [204], at least one allocation unit
25 [206], at least one identification unit [208], at least one assignment unit [210], at
least one mapping unit [212], at least one matrix generator [214], and at least one storage unit [216]. Also, all of the components/ units of the system [200] are assumed to be connected to each other unless otherwise indicated below. As shown in the figures all units shown within the system [200] should also be assumed to be
30 connected to each other. Also, in FIG. 2 only a few units are shown, however, the
system [200] may comprise multiple such units or the system [200] may comprise
17

any such numbers of said units, as required to implement the features of the present
disclosure. Further, in an implementation, the system [200] may be present in a user
device/ user equipment to implement the features of the present disclosure. The
system [200] may be a part of the user device or may be independent of the user
5 device, but in communication with the user device (may also referred herein as a
UE). In another implementation, the system [200] may reside in a server or a network entity. In yet another implementation, the system [200] may reside partly in the server/ network entity and partly in the user device.
10 [0052] The system [200] is configured for the one or more complaint resolutions,
with the help of the interconnection between the components/units of the system [200].
[0053] In order to resolve one or more complaints, the transceiver unit [202] is
15 configured to receive, from a customer, a complaint order comprising one or more
complaint parameters.
[0054] As used herein “complaint order” refers to a negative feedback and/or an issue reported about a product or a service or an experience by the customer. The
20 negative feedback may comprise a feedback provided by the customer that is
associated with a resolution of the one or more complaints received from the customer. The customer may be a user, a subscriber, a vendor or alike. The one or more complaints refer to a statement provided by the customer related to an objection or dissatisfaction associated with the product or the service received from
25 a service provider. For example, the customer (i.e., user of a cellular network) may
raise a complaint related to disturbance in the network connection from last 5 days, to a network service provider. Further, when the disturbance in the network connection is removed or reduced, then it will be considered as a resolution of the complaint. In other words, the resolution of the respective complaint may be
30 referred as complaint resolution.
18

[0055] Further, the complaint may be of plurality of types such as a product or service quality, a waiting time, a customer service, a delivery, an out-of-stock item, a no first call resolution complaint.
5 [0056] The present disclosure encompasses that the one or more complaint
parameters may relate to a nature of a complaint order, a severity of the complaint order, a context of the complaint order. For instance, the complaint order may be related to a network issue such as slow internet speed and intermittent connection issues.
10
[0057] As used herein, the nature of the complaint order describes a type of issue associated with a particular service. For example, in a telecommunication company, the nature of complaint order may be categorized as a network outage complaint, a service disruption complaint, an equipment malfunction complaint.
15
[0058] As used herein, the severity of the complaint order may refer to a level or an impact the type of issue is creating on the particular service, or a priority associated with the complaint order. For example, in the telecommunication company may address the complaint order based on the severity level, for instance,
20 the severity level may range from low to critical. In an exemplary scenario, the
network outage complaint may be considered as a high severity level and may be addressed on top priority by the telecommunication company.
[0059] As used herein, the context of the complaint order may refer to a
25 circumstance or an information of factors that are associated with the type of issue
and are affecting the service. For example, the context of the complaint may include one or more details such as one or more factors affecting the network such as weather conditions.
19

[0060] The present disclosure encompasses that the complaint parameter is at least one of a product parameter associated with the complaint order, and a scenario parameter associated with the complaint order.
5 [0061] For instance, the complaint order may include one or more product
parameters such as an order identifier, a product code, a purchase date, an expiry date, and a technical specification.
[0062] The order identifier is a unique identification identity allotted to each
10 customer upon placing an order. The order identifier may be a numeric identifier,
an alpha-numeric identifier, or an alphabetic identifier. Moreover, the order identifier may include one or more special characters.
[0063] The product code is a unique identifier which is assigned to each product by
15 a seller and/or a manufacturer of the product that is offered for a sale to the
customer. The product code may be a series of numbers, letters, or a combination of both. The product code is utilized to distinguish one product from another product.
20 [0064] The purchase date indicates a date and time stamp when the customer
purchased or placed the order for the product or the service.
[0065] The expiry date is a pre-determined date after which the product or the
service should no longer be, legally or officially, utilised by the customer and/or
25 sold by the seller.
[0066] The technical specification refers to an information related to a material, a design, a product and a service. The technical specification describes all the details about the product and/or the service offered by the seller/service provider. 30
20

[0067] The scenario parameter may provide a context about the work order based on the product/the service experience of the customer. The scenario parameter may refer to a description or a sequence of events about the product or the service or the experience basis on which the work order is received from the customer. 5
[0068] In an exemplary implementation wherein, the customer uses the
product/service associated with a telecommunication network, the scenario may
include, but is not limited to, a remove service, an update customer, an auto pay, a
change customer premise(s) equipment, a change Subscriber Identity Module
10 (SIM), a subscription change, an add device, a suspend fixed wireless access, an
add service, update address, a new order, a remove international roaming.
[0069] The processing unit [204] is connected to at least the transceiver unit [202].
The processing unit [204] is configured to initiate, a request associated with the
15 complaint order based on the one or more complaint parameters. The request
comprises one or more request parameters.
[0070] The processing unit [204] may initiate the request by conducting one or
more initiation steps. The one or more initiation steps may be pre-stored in the
20 storage unit. The one or more initiation steps may be pre-defined by an
administrator. Further, the initiation of the request refers to generation of the request associated with the complaint order based on the one or more complaint parameters.
[0071] The present disclosure encompasses that the one or more request parameters
25 is at least one of the product parameter associated with the request, the scenario
parameter associated with the request, and a set of parameters associated with the customer.
[0072] For instance, the request may include the one or more product parameter
30 such as the product identifier, the technical specifications. Further, the request may
include the scenario parameter which comprises the information about a
21

circumstance or context in which the complaint order has been received. The request may also include the customer parameter such as a customer identification data, a contact detail of the customer, an interaction history associated with the customer, a preference of the customer. etc. 5
[0073] The customer identification data is a unique data associated with each customer. For instance, the customer identification data (customer ID) of a customer XYZ, may have a value of 1234.
10 [0074] The contact details of customer refers to an information which is utilized for
communicating with the customer. For example, the contact details may include a phone number of the customer, an email address of the customer.
[0075] The interaction history associated with the customer refers to a record or log
15 of a past interaction between the customer and the service provider or the
organisation. For example, the interaction history may include previous complaints, purchases or support interactions.
[0076] The preference of the customer refers to one or more motivations, one or
20 more expectations, one or more likes, one or more dislikes, such as a preference of
time of visit by a technician, a preference of day of visit by an executive, etc.
[0077] The processing unit [204] is further configured to fetch, a set of pre-stored resolution department based on the request.
25
[0078] The present disclosure encompasses that the set of pre-stored resolution department may be stored in the storage unit [216]. The resolution department may refer to a department or a team designated for handling the complaint order. Further, each resolution department may be specialized in resolving certain type of
30 complaints. The type of complaint may include, but is not limited to, a technical
22

complaint, a billing complaint, a product complaint, a replacement complaint, a delivery complaint.
[0079] The present disclosure encompasses that the processing unit [204] may use
5 one or more retrieving protocols for accessing the set of pre-stored resolution
department based on the request. The one or more retrieving protocols may include one or more instructions which guides the processing unit [204] in fetching the set of the pre-stored resolution department. The one or more retrieving protocols may be pre-defined by the administrator and stored in the storage unit [216].
10
[0080] The allocation unit [206] is connected to at least the processing unit [204]. The allocation unit [206] is further configured to allocate, a target resolution department from the set of pre-stored resolution department based on the one or more request parameters.
15
[0081] The present disclosure encompasses that the allocation unit may utilize one or more allocation techniques for allocating the target resolution department from the set of pre-stored resolution department based on the one or more request parameters. The one or more allocation techniques may be pre-stored in the storage
20 unit and/or pre-defined by the administrator.
[0082] The present disclosure encompasses that the target resolution may refer to a specific department which is designated or best suited to handle the complaint order. For example, the one or more request parameters may relate to some product defects
25 and there exists a separate resolution department for handling the product defects
(i.e., product defect resolution department), then in this condition, the product defect resolution department shall be considered as the target resolution department. In another example, the one or more request parameters may relate to network issues, in which case the allocation unit [206] may allocate a network debugging
30 department as the target resolution department.
23

[0083] The set of pre-stored resolution department may include, but is not limited
to, a technical support resolution department, a customer service resolution
department, a quality assurance resolution department, a headquarter department, a
location department, an authentication department, an employee department, a
5 dealer department, an individual department, and a corporate department.
[0084] The identification unit [208] is connected to at least the allocation unit [206]. The identification unit [208] is configured to identify, one or more resolution stages associated with the request.
10
[0085] The present disclosure encompasses that the one or more resolution stages associated with the request may be a set of pre-defined resolution stages and/or a pre-stored resolution stages associated with a particular complaint order/a complaint order type in the storage unit [216]. The identification unit [208] may
15 fetch the one or more resolution stages according to the request from the storage
unit [216]. The one or more resolution stages may include, but is not limited to, an initial diagnostics stage, a troubleshooting stage and a service restoration stage, an acknowledgment stage, an investigation stage, and a resolution stage.
20 [0086] For instance, the one or more resolution stages may include stages like an
order draft, a document verification, a second level verification, an approval, an installation, an uninstallation, an authorized signatory, an upload, an order provisioning and an order deprovisioning.
25 [0087] The acknowledgment stage is an initial stage which involves
acknowledgment of the complaint order. For example, when the customer raises the complaint order, an acknowledgement message is transmitted to a device of the customer.
30 [0088] The investigation stage involves gathering of an information or performing
a diagnostic for analysing the complaint order. For example, in case of network
24

issue complaint order, one or more network performance parameters are processed
to identify an issue. The resolution stage involves execution of one or more actions
for resolving the complaint order. The one or more actions may include a repair
action, a replacement action, a corrective measure to resolve the complaint order.
5 For example, in the event, the issue is related to an external device malfunction
issue such as a modem malfunction issue, a router malfunction issue, then replacement action or the repair action may be performed.
[0089] The present disclosure encompasses that the one or more resolution stages
10 may refer to one or more sequential steps or one or more phases which describes a
process of addressing and resolving the complaint order.
[0090] The assignment unit [210] is connected to at least the identification unit
[208]. The assignment unit [210] configured to assign, a set of time limit to the one
15 or more resolution stages.
[0091] The present disclosure encompasses that the set of time-limits for each
resolution stage from the one or more resolution stage may be preset by the
administrator and stored in the storage unit [216]. For example, the investigation
20 stage may be assigned a time-limit of 3 days, a time limit of 2 hours may be assigned
for the initial diagnostics stage, a time limit of 4 hours may be assigned for the troubleshooting stage.
[0092] Further, by assigning the set of time-limits for each resolution stage, the
25 assignment unit [210] ensures that the complaint order received from the customer
is resolved efficiently and in a timely manner.
[0093] The processing unit [204] is further configured to generate, one or more
resolution levels associated with the request based on assigning the set of time limit
30 to the one or more resolution stages.
25

[0094] The present disclosure encompasses that the processing unit [204] may
generate the one or more resolution levels by processing the set of time limits
assigned to the one or more resolution stages. The processing unit [204] may utilize
one or more resolution generation protocols for generating the one or more
5 resolution levels. The one or more resolution generation protocols may be pre-
defined by the administrator and pre-stored in the storage unit [216]. The one or more resolution generation protocols may be determined via an artificial intelligence module or a machine learning module.
10 [0095] The present disclosure encompasses that the one or more resolution levels
refers to one or more hierarchical levels or stages which may indicate a progress or status of resolution of the complaint order. Further, each level may correspond to a specific resolution stage from the one or more resolution stages.
15 [0096] For example, the acknowledgment stage may be referred as L1 level, and
the investigation stage may be referred as L3 level, and a reporting stage may be defined as L5 level.
[0097] The mapping unit [212] is connected to at least the processing unit [204].
20 The mapping unit [212] is configured to map, the one or more resolution levels and
the target resolution department associated with the request. In other words, the mapping unit [212] is responsible for associating or linking the one or more resolution levels with the target resolution department.
25 [0098] For example, the acknowledgment stage may be mapped to a customer
service department (i.e., target resolution department) for acknowledging the complaint order. The investigation stage may be mapped with a technical support resolution department for diagnosing or investing the complaint order.
30 [0099] The mapping unit [212] may utilize one or more mapping protocols for
mapping the one or more resolution levels and the target resolution department
26

which is associated with the request. The one or more mapping protocols may be pre-defined by the administrator and pre-stored in the storage unit [216].
[0100] The matrix generator [214] is connected to at least the mapping unit [212].
5 The matrix generator [214] is configured to generate, a Service Level Agreement
(SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department.
[0101] As used herein, “Service Level Agreement (SLA)” is an agreement between
10 the company (i.e. a service provider) and the customer. The SLA includes a plurality
of aspects such as quality, availability, responsibilities which are agreed between the company and the customer. The SLA is used to ensure a quality of service (QoS) for a service delivery. The SLA may include a plurality of elements such as a response time, a resolution time, and a service availability. The response time
15 defines a time frame within which the system commits to acknowledge the
complaint order and provide an initial response. The resolution time is a time frame for each resolution level for ensuring that each resolution stage is completed in timely manner. The service availability refers to an information regarding one or more updates, one or more communications, one or more progress reports.
20
[0102] The matrix generator [214] may utilize an SLA matrix generation protocol for generating the SLA matrix associated with the request based on mapping the one or more resolution levels and the target resolution department. The SLA matrix generation protocol may be pre-defined by the administrator and pre-stored in the
25 storage unit [216]. The SLA matrix may be generated via an artificial intelligence
engine, or a machine learning engine based on the one or more matrix generation protocols. The SLA matrix generation protocols may include a set of steps such as a data collection step, a mapping, matrix structing step, a threshold defining step, a validation step and an approval step.
30
27

[0103] For example, in the data collection step, a data from the SLA and the one or
more resolution levels and the target resolution department is collected and
temporary stored in the storage unit [216]. The data may include one or more
parameters, one or more factors, one or more threshold which are mapped with the
5 one or more resolution levels and the target resolution department. Further, based
on mapped data, the structure of matrix is generated, which include generation of
multiple columns, multiple rows and placement of the mapped data in the
appropriate columns and rows. Thereafter, the SLA matrix is validated by utilizing
one or more validation techniques which may be pre-defined and stored in the
10 storage unit [216]. Further, in an implementation the administrator may manually
review or check the matrix for providing an approval. Additionally, one or more of an artificial intelligence technique or a machine learning technique may be utilised for the validation step and the approval step the SLA matrix.
15 [0104] As used herein, “matrix” refers to array or table of numbers, symbols, or
expressions, arranged in rows and columns. Further “SLA matrix” is utilized for measuring a service provider’s performance against an agreed service level goal.
[0105] The present disclosure encompasses that the Service Level Agreement
20 (SLA) matrix is at least a configurable matrix via an agent input comprising one or
more configurable parameters based on at least the complaint order.
[0106] The present disclosure encompasses that the one or more configurable
parameters may include one or more values such as an operating time value, a
25 response time value, a throughput value, an error rate value, a latency period value,
a capacity value.
[0107] The operating time is a duration during which the service is operational or
available. For example, the network service is 99% operational and available for a
30 given time period such as a month.
28

[0108] The response time value refers to a time frame allocated to respond to the complaint order or to the one or more resolution levels. For example, the response time of the complaint order may range from 2 days to 5 days.
5 [0109] The throughput value refers to a rate or speed at which the one or more
services are delivered to the customer. For example, the one or more complaint orders are processed and resolved within a pre-define timeline, such as the complaint order is resolved within 24 hours to the receipt, hence, in this condition, the throughput value of complaint resolution is 24 hours. 10
[0110] The error rate value refers to a frequency value or percentage of errors encountered during a process of the one or more complaint resolutions.
[0111] The latency period value may refer to a time delay between the time of
15 receiving the complaint order and time of response or resolution of the complaint.
For example, the complaint order may be resolved in 2 to 5 days, however due to any issue in the process, the response to the complaint order or the resolution to the complaint order may be shared on the 8th day, hence there is a 3 day delay which is also the latency period. 20
[0112] The capacity value may refer to a maximum load or maximum number of complaint order the system may handle. For example, within 24 hours, a maximum of ten thousand complaint orders may be addressed or handled by the system.
25 [0113] As used herein, “agent input” refers to an input received from a management
personnel, an advisor, a technician, an administrator, or any designated individual involved in managing the complaint order. The agent input is utilized in configuring the one or more resolution levels and determining the target resolution department.
30 [0114] The processing unit [204] is further configured to optimise, the one or more
complaint resolutions based on the generation of the Service Level Agreement
29

(SLA) matrix associated with the complaint order. Further, the processing unit [204]
may use one or more optimization techniques for optimizing the one or more
complaint resolutions. The one or more optimization techniques may be stored in
the storage unit. The one or more optimization techniques may be pre-defined by
5 the administrator.
[0115] The present disclosure encompasses that the processing unit [204] is further
configured to detect, a breach condition associated with the SLA matrix. The breach
condition is detected by the processing unit [204] in an event a breach associated
10 with the set of time limit to the one or more resolution stages is detected, and in an
event a breach associated the one or more resolution levels associated with the request is detected.
[0116] As used herein, “breach condition” refers to a situation where the service
15 provider (i.e., the company or organization) fails to meet one or more commitments
(such as a response time, a throughput time, a service validity) mentioned in the SLA matrix. The breach condition may include, but is not limited to, a time limit breach, and a resolution level breach.
20 [0117] For example, the processing unit [204] continuously monitors the resolution
of the complaint order (i.e., optimise the complaint order) against the one or more parameters associated with the SLA matrix. When the breach condition is detected (such as exceeding a time limit or failing to progress through resolution stages, for example, at a stage S1, the time limit is 1 day, at another stage, the time limit is 8
25 hours), the processing unit [204] may trigger an alert to inform a concerned
authority about the breach so that one or more corrective actions (such as reallocation of one or more resources) may be executed promptly.
[0118] For another example, the time limit for the acknowledgement stage may be
30 24 hours and the time limit for completion of the investigation in the investigation
stage may be 3-4 business days.
30

[0119] Referring to FIG. 3, a flow diagram of a method [300] for one or more
complaint resolutions, in accordance with exemplary implementations of the
present disclosure is shown. In an implementation the method [300] is performed
5 by the system [200]. Further, in an implementation, the system [200] may be present
in a server device to implement the features of the present disclosure. Also, as shown in FIG. 3, the method [300] starts at step [302].
[0120] At step [304], the method [300] comprises receiving, by a transceiver unit
10 [202] from a customer, a complaint order comprising one or more complaint
parameters.
[0121] The present disclosure encompasses that the complaint parameter is at least
one of a product parameter associated with the complaint order, and a scenario
15 parameter associated with the complaint order.
[0122] As used herein “complaint order” refers to a negative feedback and/or an issue reported about a product or a service or an experience by the customer. The negative feedback may comprise a feedback provided by the customer that is
20 associated with a resolution of the one or more complaints received from the
customer. The customer may be a user, a subscriber, a vendor or alike. The one or more complaints refer to a statement provided by the customer, related to an objection or dissatisfaction associated with the product or the service received from a service provider. For example, the customer (i.e., user of a cellular network) may
25 raise a complaint related to disturbance in the network connection from the last 5
days to a network service provider. Further, when the disturbance in the network connection is removed or reduced, then it will be considered as a resolution of the complaint. In other words, the resolution of the respective complaint may be referred as complaint resolution.
30
31

[0123] Further, the complaint may be of plurality of types such as a product or service quality, a waiting time, a customer service, a delivery, an out-of-stock item, a no first call resolution complaint.
5 [0124] The present disclosure encompasses that the one or more complaint
parameters may relate to a nature of a complaint order, a severity of the complaint order, a context of the complaint order. For instance, the complaint order may be related to a network issue such as slow internet speed and intermittent connection issues.
10
[0125] As used herein the nature of the complaint order describes a type of issue associated with a particular service. For example, in a telecommunication company, the nature of complaint order may be categorized as a network outage complaint, a service disruption complaint, or an equipment malfunction complaint.
15
[0126] As used herein the severity of the complaint order may refer to a level or an impact that the type of issue is creating on the particular service, or a priority associated with the complaint order. For example, the telecommunication company may address the complaint order based on the severity level, for instance, the
20 severity level may range from low to critical. In an exemplary scenario, the network
outage complaint may be considered as a high severity level and may be addressed on top priority by the telecommunication company.
[0127] As used herein the context of the complaint order may refer to a
25 circumstance or an information of factors that are associated with the type of issue
and are affecting the service. For example, the context of the complaint may include one or more details such as one or more factors affecting the network such as weather conditions.
32

[0128] For instance, the complaint order may include one or more product parameters such an order identifier, a product code, a purchase date, an expiry date, and a technical specification.
5 [0129] The order identifier is a unique identification identity allotted to each
customer upon placing an order. The order identifier may be a numeric identifier, an alpha-numeric identifier, or an alphabetic identifier. Moreover, the order identifier may include one or more special characters.
10 [0130] The product code is a unique identifier which is assigned to each product by
a seller and/or a manufacturer of the product that is offered for a sale to the customer. The product code may be a series of numbers, letters, or a combination of both. The product code is utilized to distinguish one product from another product.
15
[0131] The purchase date indicates a date and time stamp when the customer purchased or placed the order for the product or the service.
[0132] The expiry date is a pre-determined date after which the product or the
20 service should no longer be legally or officially utilised by the customer and/or sold
by the seller.
[0133] The technical specification refers to an information related to a material, a
25 design, a product and a service. The technical specification describes all the details
about the product and/or, the service offered by the seller/ a service provider.
[0134] The scenario parameter may provide a context about the work order, based
30 on the product/the service experience of the customer. The scenario parameter may
33

refer to a description or a sequence of events about the product, or the service, or the experience basis on which the work order is received from the customer.
[0135] In an exemplary implementation wherein, the customer uses the
5 product/service associated with a telecommunication network, the scenario may
include, but is not limited to, a remove service, an update customer, an auto pay, a change customer premise(s) equipment, a change Subscriber Identity Module (SIM), a subscription change, an add device, a suspend fixed wireless access, an add service, update address, a new order, a remove international roaming.
10
[0136] At step [306], the method [300] comprises initiating, by a processing unit [204], a request associated with the complaint order based on the one or more complaint parameters, wherein the request comprises one or more request parameters.
15
[0137] The processing unit [204] may initiate the request by conducting one or more initiation steps. The one or more initiation steps may be pre-stored in the storage unit. The one or more initiation steps may be pre-defined by an administrator. Further, the initiation of the request refers to generation of the request
20 associated with the complaint order based on the one or more complaint parameters.
[0138] The present disclosure encompasses that the one or more request parameters
is at least one of the product parameter associated with the request, the scenario
parameter associated with the request, and a set of parameters associated with the
25 customer.
[0139] For instance, the request may include the one or more product parameter
such as the product identifier, the technical specifications. Further the request may
30 include the scenario parameter which comprises the information about a
circumstance or context in which the complaint order has been received. The
34

request may also include the customer parameter such as a customer identification data, a contact detail of the customer, an interaction history associated with the customer, a preference of the customer. etc.
5
[0140] The customer identification data is a unique data associated with each customer. For instance, the customer identification data (customer ID) of a customer XYZ, may have a value of 1234.
10 [0141] The contact details of a customer refers to an information which is utilized
for communicating with the customer. For example, the contact details may include a phone number of the customer, an email address of the customer.
[0142] The interaction history associated with the customer refers to a record or log
15 of a past interaction between the customer and the service provider or the
organisation. For example, the interaction history may include previous complaints, purchases or support interactions.
[0143] The preference of the customer refers to one or more motivations, one or
20 more expectations, one or more likes, one or more dislikes, such as a preference of
time of visit by a technician, a preference of day of visit by an executive, etc.
[0144] At step [308], the method [300] comprises fetching, by the processing unit
25 [204], a set of pre-stored resolution department based on the request.
[0145] The present disclosure encompasses that the set of pre-stored resolution
department may be stored in the storage unit [216]. The resolution department may
refer to a department or a team designated for handling the complaint order. Further,
30 each resolution department may be specialized in resolving certain type of
complaints. The type of complaint may include, but is not limited to, a technical
35

complaint, a billing complaint, a product complaint, a replacement complaint, a delivery complaint.
[0146] The present disclosure encompasses that the processing unit [204] may use
5 one or more retrieving protocols for accessing the set of pre-stored resolution
department based on the request. The one or more retrieving protocols may include one or more instructions which guides the processing unit [204] in fetching the set of the pre-stored resolution department. The one or more retrieving protocols may be pre-defined by the administrator and stored in the storage unit [216]. 10
[0147] At step [310], the method [300] comprises allocating, by an allocation unit [206], a target resolution department from the set of pre-stored resolution department based on the one or more request parameters.
15 [0148] The present disclosure encompasses that the allocation unit may utilize one
or more allocation techniques for allocating the target resolution department from the set of pre-stored resolution department based on the one or more request parameters. The one or more allocation techniques may be pre-stored in the storage unit and/or pre-defined by the administrator.
20
[0149] The present disclosure encompasses that the target resolution may refer to a specific department which is designated or best suited to handle the complaint order.
25 For example, the one or more request parameters may relate to some product defects
and there exists a separate resolution department for handling the product defects (i.e., product defect resolution department), then in this condition, the product defect resolution department shall be considered as the target resolution department. In another example, wherein the one or more request parameters may relate to
30 network issues, then the allocation unit [206] may allocate a network debugging
department as the target resolution department.
36

[0150] The set of pre-stored resolution department may include, but is not limited
to, a technical support resolution department, a customer service resolution
5 department, a quality assurance resolution department, a headquarter department, a
location department, an authentication department, an employee department, a dealer department, an individual department, and a corporate department.
10 [0151] At step [312], the method [300] comprises identifying, by an identification
unit [208], one or more resolution stages associated with the request.
[0152] The present disclosure encompasses that the one or more resolution stages associated with the request may be a set of pre-defined resolution stages and/ or
15 prestored resolution stages associated with a particular complaint order/a complaint
order type in the storage unit [216]. The identification unit [208] may fetch the one or more resolution stages according to the request from the storage unit [216]. The one or more resolution stages may include, but are not limited to, an initial diagnostics stage, a troubleshooting stage and a service restoration stage, an
20 acknowledgment stage, an investigation stage, and a resolution stage.
[0153] The acknowledgment stage is an initial stage which involves
acknowledgment of the complaint order. For example, when the customer raises the
complaint order, an acknowledgement message is transmitted to a device of the
25 customer.
[0154] The investigation stage involves gathering of an information or performing
a diagnostic for analysing the complaint order. For example, in case of network
issue complaint order, one or more network performance parameter are processed
30 to identify an issue. The resolution stage involves execution of one or more actions
for resolving the complaint order. The one or more actions may include a repair
37

action, a replacement action, a corrective measure to resolve the complaint order. For example, in the event, the issue is related to an external device malfunction issue such as a modem malfunction issue, a router malfunction issue, then replacement action or the repair action may be performed. 5
[0155] The present disclosure encompasses that the one or more resolution levels may refer to one or more sequential steps or one or more phases which describes a process of addressing and resolving the complaint order.
10 [0156] Further, each level may correspond to a specific resolution stage from the
one or more resolution stages. For example, the acknowledgment stage may be referred as L1 level, and the investigation stage may be referred as L3 level, and a reporting stage may be defined as L5 level.
15 [0157] At step [314], the method [300] comprises assigning, by an assignment unit
[210], a set of time limit to the one or more resolution stages.
[0158] The present disclosure encompasses that the set of time-limits for each resolution stage from the one or more resolution stage may be preset by the
20 administrator and stored in the storage unit [216]. For example, the investigation
stage may be assigned with a time-limit of 3 days from getting the complaint order. For example, the investigation stage may be assigned a time-limit of 3 days, a time limit of 2 hours is assigned for the initial diagnostics stage, a time limit of 4 hours is assigned for the troubleshooting stage.
25
[0159] Further, by assigning the set of time-limits for each resolution stage, the assignment unit [210] ensures that the complaint order received from the customer is resolved efficiently and in a timely manner.
38

[0160] At step [316], the method [300] comprises generating, by the processing unit [204], one or more resolution levels associated with the request based on the assigning the set of time limit to the one or more resolution stages.
5 [0161] The present disclosure encompasses that the processing unit [204] may
generate the one or more resolution levels by processing the set of time limits
assigned to the one or more resolution stages. The processing unit [204] may utilize
one or more resolution generation protocols for generating the one or more
resolution levels. The one or more resolution generation protocols may be pre-
10 defined by the administrator and pre-stored in the storage unit [216]. The one or
more resolution generation protocols may be determined via an artificial
intelligence module or a machine learning module.
15 [0162] The present disclosure encompasses that the one or more resolution stages
refers to one or more hierarchical levels or stages which may indicate a progress or status of resolution of the complaint order. Further, each level may correspond to a specific resolution stage from the one or more resolution stages.
20 [0163] For example, the acknowledgment stage may be referred as L1 stage, and
the investigation stage may be referred as L3 stage, and a reporting stage may be defined as L5 stage.
25 [0164] At step [318], the method [300] comprises mapping, by a mapping unit
[212], the one or more resolution levels and the target resolution department associated with the request. In other words, the mapping unit [212] is responsible for associating or linking the one or more resolution levels with the target resolution department.
30
39

[0165] For example, the acknowledgment stage may be mapped to a customer service department (i.e., target resolution department) for acknowledging the complaint order. The investigation stage may be mapped with a technical support resolution department for diagnosing or investing the complaint order. 5
[0166] The mapping unit [212] may utilize one or more mapping protocols for mapping the one or more resolution levels and the target resolution department which is associated with the request. The one or more mapping protocols may be pre-defined by the administrator and pre-stored in the storage unit [216]. 10
[0167] At step [320], the method [300] comprises generating, by matrix generator [214], a Service Level Agreement (SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department.
15 [0168] As used herein, “Service Level Agreement (SLA)” is an agreement between
the company (i.e. a service provider) and the customer. The SLA includes a plurality of aspects such as quality, availability, responsibilities which are agreed between the company and the customer. The SLA is used to ensure a quality of service (QoS) for a service delivery. The SLA may include a plurality of elements such as a
20 response time, a resolution time, and a service availability. The response time
defines a time frame within which the system commits to acknowledge the complaint order and provide an initial response. The resolution time is a time frame for each resolution level for ensuring that each resolution stage is completed in timely manner. The service availability refers to an information regarding one or
25 more updates, one or more communications, one or more progress reports.
[0169] The matrix generator [214] may utilize an SLA matrix generation protocol
for generating the SLA matrix associated with the request based on mapping the
one or more resolution levels and the target resolution department. The SLA matrix
30 generation protocol may be pre-defined by the administrator and pre-stored in the
storage unit [216]. The SLA matrix may be generated via an artificial intelligence
40

engine, or a machine learning engine based on the one or more matrix generation protocols. The SLA matrix generation protocols may include a set of steps such as a data collection step, a mapping, matrix structing step, a threshold defining step, a validation step and an approval step. 5
[0170] For example, in the data collection step, a data from the SLA and the one or more resolution levels and the target resolution department is collected and temporarily stored in the storage unit [216]. The data may include one or more parameters, one or more factors, one or more threshold which are mapped with the
10 one or more resolution levels and the target resolution department. Further, based
on mapped data, the structure of matrix is generated, which include generation of multiple columns, multiple rows and placement of the mapped data in the appropriate columns and rows. Thereafter, the SLA matrix is validated by utilizing one or more validation techniques which may be pre-defined and stored in the
15 storage unit [216]. Further, in an implementation the administrator may manually
review or check the matrix for providing an approval. Additionally, one or more of an artificial intelligence technique or a machine learning technique may be utilised for the validation step and the approval step the SLA matrix.
20 [0171] As used herein, “matrix” refers to array or table of numbers, symbols, or
expressions, arranged in rows and columns. Further “SLA matrix” is utilized for measuring a service provider’s performance against an agreed service level goal.
[0172] The present disclosure encompasses that the Service Level Agreement
25 (SLA) matrix is at least a configurable matrix via an agent input comprising one or
more configurable parameters based on at least the complaint order. Further, the
processing unit [204] may use one or more optimization techniques for optimizing
the one or more complaint resolutions. The one or more optimization techniques
may be stored in the storage unit. The one or more optimization techniques may be
30 pre-defined by the administrator.
41

[0173] The present disclosure encompasses that the one or more configurable parameters may include one or more values such as an operating time value, a response time value, a throughput value, an error rate value, a latency period value, a capacity value. 5
[0174] The operating time is a duration during which the service is operational or available. For example, the network service is 99% operational and available for a given time period such as a month.
10 [0175] The response time value refers to a time frame allocated to respond to the
complaint order or to the one or more resolution levels. For example, the response time of the complaint order may range from 2 days to 5 days.
[0176] The throughput value refers to a rate or speed at which the one or more
15 services are delivered to the customer. For example, the one or more complaint
orders are processed and resolved within a pre-define timeline, such as the complaint order is resolved within 24 hours of the receipt, hence, in this condition, the throughput value of complaint resolution is 24 hours.
20 [0177] The error rate value refers to a frequency value or percentage of errors
encountered during a process of the one or more complaint resolutions.
[0178] The latency period value may refer to a time delay between the time of
receiving the complaint order and time of response or resolution of the complaint.
25 For example, the complaint order may be resolved in 2 to 5 days, however due to
any issue in the process, the response to the complaint order or the resolution to the complaint order may be shared on the 8th day, hence there is 3 days delay which is also the latency period.
42

[0179] The capacity value may refer to a maximum load or maximum number of complaint order the system may handle. For example, within 24 hours, a maximum of ten thousand complaint orders may be addressed or handled by the system.
5 [0180] As used herein, “agent input” refers to an input received from a management
personnel, an advisor, a technician, an administrator, or any designated individual involved in managing the complaint order. The agent input is utilized in configuring the one or more resolution levels and determining the target resolution department.
10 [0181] The agent input may include the one or more configurable parameters such
as the response time, the resolution time, the throughput time, the latency period value.
[0182] At step [322], the method [300] comprises optimising, by the processing
15 unit [204], the one or more complaint resolutions based on generating the Service
Level Agreement (SLA) matrix associated with the complaint order.
[0183] The present disclosure encompasses that the method further comprises
detecting, by the processing unit [204], a breach condition associated with the SLA
20 matrix. The breach condition is detected in an event a breach associated with the
set of time limit to the one or more resolution stages is detected, and in an event a breach associated the one or more resolution levels associated with the request is detected.
25 [0184] Thereafter, at step [324], the method [300] is terminated.
[0185] As used herein, “breach condition” refers to a situation where the service
provider (i.e., the company or organization) fails to meet one or more commitments
(such as a response time, a throughput time, a service validity) mentioned in the
30 SLA matrix. The breach condition may include, but is not limited to, a time limit
breach, and a resolution level breach.
43

[0186] For example, the processing unit [204] continuously monitors the resolution
of the complaint order (i.e., optimise the complaint order) against the one or more
parameters associated with the SLA matrix. When the breach condition is detected
5 (such as exceeding a time limit or failing to progress through resolution stages for
example, at a stage S1, the time limit is 1 day, at another stage, the time limit is 8 hours), the processing unit [204] may trigger an alert to inform a concerned authority about the breach so that one or more corrective actions (such as reallocation of one or more resources) may be executed promptly. 10
[0187] For another example, the time limit for the acknowledgement stage may be 24 hours and the time limit for completion of the investigation in the investigation stage may be 3-4 business days.
15 [0188] Referring to FIG. 4, a flow diagram of an exemplary method [400] for one
or more complaint resolutions, in accordance with exemplary implementations of the present disclosure is shown. In an implementation the method [400] is performed by the system [200]. Further, in an implementation, the system [200] may be present in a server device to implement the features of the present
20 disclosure. Also, as shown in FIG. 4, the method [300] starts at step S1.
[0189] At step S1, a customer raises a complaint order. The complaint order may be related to a product or service provided by a service provider.
25 [0190] At step S2, an agent selects a code and raises a request for the complaint
order. The code may help to forward the request to a target resolution department from a list of resolution departments.
[0191] At step S3, the request is raised and forwarded to the target resolution
30 department for resolving the complaint order from a set of pre-stored resolution
department.
44

[0192] At step S4, a set of time limit is assigned in case resolution of the complaint order is delayed.
5 [0193] At step S5, one or more level (i.e., one or more resolution levels) in the
resolution of the complaint order is attached to the target resolution department for the generation of a matrix.
[0194] At step S6, the matrix of the one or more level is assigned to the request for
10 generating a Service Level Agreement (SLA) matrix.
[0195] Upon completion of step S6, the method [400] terminates.
[0196] Referring to FIG. 5, a system architecture diagram for one or more
15 complaint resolutions in accordance with exemplary implementations of the present
disclosure is depicted.
[0197] In an exemplary embodiment, the system architecture [500] may include sub-components of the system [200] (as shown in FIG. 2) of the current disclosure.
20 In another embodiment, the architecture [500] may be used to implement the steps
of method [300] (as shown in FIG. 3) for one or more complaint resolutions along with the system [200] (as shown in FIG. 2) which is based on the architecture [500] of the system1. In a preferred embodiment, the architecture [500] of the system 1comprises a plurality of components. For example, and by no way limiting the
25 scope of the present subject matter, the system architecture [500] (as shown in FIG.
5 ) comprises an evolved packet core (EPC) [502], a fulfilment management system (FMS) [504], a plurality of channels [506], a load balancer [508], a customer relationship manager (CRM)/ customer engagement manager (CEM) server [510] comprising a plurality of micro-services and a database [512]. The channels [514]
30 are configured to provide input data to the CRM server [516] through a load
balancer [518]. In an embodiment, some examples of the channels include but are
45

not limited to an POS [520], a data management platform DMP [522], a Portal
[524], a CRM user interface (UI) [526], a Data Information Framework (DIF) [530].
It is to be noted that the workflow engine is mix of generic configurations and it
also provides space for custom logic so that all the milestones / order journeys can
5 be autonomous and segregated.
[0198] The CRM [510] servers containing different micro services which cater to different APIs. Each microservices serves a particular context, for e.g.: 10
• COP_MS deals with order related APIs – submit order, query order, modify
order.
• CIS instances deals with customer related APIs – create, modify or
15 deactivate customer.
• L2O instances deals with APIs that manages the lifecycle of leads and prospects.
• OAM instance deals with the maintenance and operation of all the microservice instances and communicate with outer products related to
20 alarms, KPIs or other management, health check-up information.
• Channels [506] from which, hit the APIs to servers e.g., POS (Point of Sale)
[520], Digital Marketplace (DMP) [522], Portal [524], CRM UI [526] etc.
These channels are connected to servers using load balancer or FMS [504].
The channels [506] which are tightly coupled to CRM [510] e.g., CRM UI
25 [526] communicates directly via Load balancer while other systems which
belong to different product such as portal, POS [520] communicates to servers using FMS [504]. The FMS [504] is a middleware which links two different products and performs language translations or workflow management.
46

5
10
15
20
• EPC (Enterprise Product Catalogue) [502], a centralised data repository which drives BSS telecom operations and some network nodes too for e.g., 5G charging system, called PCF.
• FMS (Fulfilment Management System) [504], a middleware, which acts a mediator between two different products and at the same time, provides language translation. E.g., if one product understands SOAP protocol while other one understands RESTful services, FMS will translate the messages between these 2 nodes and ensure seamless communication.
• Databases [512] connected to servers which persist the business data related to customers, orders, leads, prospects and server configurations.
• UAP [528] – Unified Assurance Platform, which deals with the installation processes at customer premises, handling repair mechanism and technician visit to network sites.
• The Data Information Framework (DIF) [530] may facilitate the seamless integration and consolidation of data from diverse sources, including network elements, network management systems, customer data sources, and external data sources to provide a standardized and scalable framework for data ingestion, processing, transformation, and storage, ensuring data consistency, accuracy, and completeness. Further the DIF [530] may create of a unified data repository, to supporting advanced analytical operation and facilitates data sharing and exchange between different systems and applications, promoting interoperability and efficiency.
[0199] The present disclosure further discloses a User Equipment (UE) for one or
25 more complaint resolutions. The UE comprises a memory; a processor coupled with
the memory, wherein the processor is configured to send, to a system [200], a
complaint order comprising one or more complaint parameters from a customer.
Further, the complaint management is optimized by the system based on initiating,
by a processing unit [204] of the system [200], a request associated with the
30 complaint order based on the one or more complaint parameters, wherein the
request comprises one or more request parameters. Further, the complaint
47

management is optimized based on fetching, by the processing unit [204] of the
system [200], a set of pre-stored resolution department based on the request.
Further, the complaint management is optimized based on allocating, by an
allocation unit [206] of the system [200], a target resolution department from the
5 set of pre-stored resolution department based on the one or more request
parameters. Further, the complaint management is optimized based on identifying, by an identification unit [208] of the system [200], one or more resolution stages associated with the request. Further, the complaint management is optimized based on assigning, by an assignment unit [210] of the system [200], a set of time limit to
10 the one or more resolution stages. Further, the complaint management is optimized
based on generating, by the processing unit [204] of the system, one or more resolution levels associated with the request based on the assigning the set of time limit to the one or more resolution stages. Further, the complaint management is optimized based on mapping, by a mapping unit [212] of the system [200], the one
15 or more resolution levels and the target resolution department associated with the
request. Further, the complaint management is optimized based on generating, by matrix generator [214] of the system [200], a Service Level Agreement (SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department. Further, the complaint management is
20 optimized based on optimizing, by the processing unit [204] of the system [200],
the one or more complaint resolutions based on generating the Service Level Agreement (SLA) matrix associated with the complaint order.
[0200] The present disclosure further discloses a non-transitory computer readable
25 storage medium storing one or more instructions for one or more complaint
resolutions, wherein the one or more instructions include an executable code which,
when executed by one or more units of a system [200], causes a transceiver unit
[202] of the system [200] configured to receive, from a customer, a complaint order
comprising one or more complaint parameters. The one or more instructions when
30 executed, causes a processing unit [204] of the system [200] to initiate, a request
associated with the complaint order based on the one or more complaint parameters.
48

The request comprises one or more request parameters, and to fetch, a set of pre-
stored resolution department based on the request. The one or more instructions
when executed, causes an allocation unit [206] of the system [200] to allocate, a
target resolution department from the set of pre-stored resolution department based
5 on the one or more request parameters. The one or more instructions when executed,
causes an identification unit [208] of the system [200] to identify, one or more resolution stages associated with the request. The one or more instructions when executed further causes an assignment unit [210] of the system [200] to assign, a set of time limit to the one or more resolution stages. Further, the one or more
10 instructions causes the processing unit [204] to generate, one or more resolution
levels associated with the request based on assigning the set of time limit to the one or more resolution stages. The one or more instructions further causes a mapping unit [212] of the system [200] to map, the one or more resolution levels and the target resolution department associated with the request. The one or more
15 instructions when executed further causes a matrix generator [214] of the system
[200] to generate, a Service Level Agreement (SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department. Thereafter, the one or more instructions further causes the processing unit [204] of the system [200] to optimise the one or more complaint resolutions
20 based on the generation of the Service Level Agreement (SLA) matrix associated
with the complaint order.
[0201] As is evident from the above, the present disclosure provides a technically advanced solution for one or more complaint resolutions. The present solution
25 handles Service Level Agreements (SLA) jeopardy management for an order or a
potential lead. The present solution provides an auto-configurable approach that takes one or more parameters from the SLA or utilizes an SLA matrix for managing the orders. The present solution is able to configure one or more levels of resolution, like L1, L2, and L3, etc., and may assign a duration, a unit of duration, a template,
30 and a department, so that if a particular configuration gets delayed, a CRM-based
system may trigger with a pre-configured SLA to handle this breach. Further, the
49

present solution may collaborate with, or be integrated with, any external system and process the data for the CRM-based system. Hence, the present solution improves operational efficiency, customer satisfaction, and the overall management of complaints and service delivery within an organization (i.e., the service provider).
[0202] While considerable emphasis has been placed herein on the disclosed implementations, it will be appreciated that many implementations can be made and that many changes can be made to the implementations without departing from the principles of the present disclosure. These and other changes in the implementations of the present disclosure will be apparent to those skilled in the art, whereby it is to be understood that the foregoing descriptive matter to be implemented is illustrative and non-limiting.
[0203] Further, in accordance with the present disclosure, it is to be acknowledged that the functionality described for the various components/units can be implemented interchangeably. While specific embodiments may disclose a particular functionality of these units for clarity, it is recognized that various configurations and combinations thereof are within the scope of the disclosure. The functionality of specific units as disclosed in the disclosure should not be construed as limiting the scope of the present disclosure. Consequently, alternative arrangements and substitutions of units, provided they achieve the intended functionality described herein, are considered to be encompassed within the scope of the present disclosure.

We Claim:
1. A method [300] for one or more complaint resolutions, the method comprising:
- receiving, by a transceiver unit [202] from a customer, a complaint order comprising one or more complaint parameters;
- initiating, by a processing unit [204], a request associated with the complaint order based on the one or more complaint parameters, wherein the request comprises one or more request parameters;
- fetching, by the processing unit [204], a set of pre-stored resolution department based on the request;
- allocating, by an allocation unit [206], a target resolution department from the set of pre-stored resolution department based on the one or more request parameters;
- identifying, by an identification unit [208], one or more resolution stages associated with the request;
- assigning, by an assignment unit [210], a set of time limit to the one or more resolution stages;
- generating, by the processing unit [204], one or more resolution levels associated with the request based on the assigning the set of time limit to the one or more resolution stages;
- mapping, by a mapping unit [212], the one or more resolution levels and the target resolution department associated with the request;
- generating, by matrix generator [214], a Service Level Agreement (SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department; and
- optimising, by the processing unit [204], the one or more complaint resolutions based on generating the Service Level Agreement (SLA) matrix associated with the complaint order.

2. The method [300] as claimed in claim 1, wherein the one or more complaint parameters is at least one of a product parameter associated with the complaint order, and a scenario parameter associated with the complaint order.
3. The method [300] as claimed in claim 2, wherein the one or more request parameters is at least one of the product parameter associated with the request, the scenario parameter associated with the request, and a set of parameters associated with the customer.
4. The method [300] as claimed in claim 1, wherein the service level agreement (SLA) matrix is at least a configurable matrix via an agent input comprising one or more configurable parameters based on at least the complaint order.
5. The method [300] as claimed in claim 1, further comprises detecting, by the processing unit [204], a breach condition associated with the SLA matrix, wherein the breach condition is detected:

- in an event a breach associated with the set of time limit to the one or more resolution stages is detected, and
- in an event a breach associated the one or more resolution levels associated with the request is detected.
6. A system [200] for one or more complaint resolutions, the system [200]
comprising:
- a transceiver unit [202] configured to receive, from a customer, a complaint order comprising one or more complaint parameters;
- a processing unit [204] connected to at least the transceiver unit [202], the processing unit [204] configured to:
o initiate, a request associated with the complaint order based on the one or more complaint parameters, wherein the request comprises one or more request parameters;
o fetch, a set of pre-stored resolution department based on the request;

• an allocation unit [206] connected to at least the processing unit [204], the allocation unit [206] configured to allocate, a target resolution department from the set of pre-stored resolution department based on the one or more request parameters;
• an identification unit [208] connected to at least the allocation unit [206], the identification unit [208] configured to identify, one or more resolution stages associated with the request;
• an assignment unit [210] connected to at least the identification unit [208], the assignment unit [210] configured to assign, a set of time limit to the one or more resolution stages,
wherein the processing unit [204] is further configured to generate, one or more resolution levels associated with the request based on assigning the set of time limit to the one or more resolution stages;
• a mapping unit [212] connected to at least the processing unit [204], the mapping unit [212] configured to map, the one or more resolution levels and the target resolution department associated with the request; and
• a matrix generator [214] connected to at least the mapping unit [212], the matrix generator [214] configured to generate, a Service level agreement (SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department,
wherein the processing unit [204] is further configured to optimise, one or more complaint resolutions based on the generation of the Service level agreement (SLA) matrix associated with the complaint order.
7. The system [200] as claimed in claim 6, wherein the one or more complaint parameters is at least one of a product parameter associated with the complaint order, and a scenario parameter associated with the complaint order.
8. The system [200] as claimed in claim 7, wherein the one or more request parameters is at least one of the product parameter associated with the request,

the scenario parameter associated with the request, and a set of parameters associated with the customer.
9. The system [200] as claimed in claim 6, wherein the Service Level Agreement (SLA) matrix is at least a configurable matrix via an agent input comprising one or more configurable parameters based on at least the complaint order.
10. The system [200] as claim in claim 6, further comprises the processing unit [204] configured to detect, a breach condition associated with the SLA matrix, wherein the breach condition is detected by the processing unit [204]:

- in an event a breach associated with the set of time limit to the one or more resolution stages is detected, and
- in an event a breach associated the one or more resolution levels associated with the request is detected.
11. A User Equipment (UE) for one or more complaint resolutions, the UE
comprising:
• a memory; and
• a processor coupled with the memory, wherein the processor is configured to send, to a system [200], a complaint order comprising one or more complaint parameters from a customer, wherein the system [200] optimizes complaint management by:
o initiating, by a processing unit [204] of the system [200], a request associated with the complaint order based on the one or more complaint parameters, wherein the request comprises one or more request parameters;
o fetching, by the processing unit [204] of the system [200], a set of pre-stored resolution department based on the request;
o allocating, by an allocation unit [206] of the system [200], a target resolution department from the set of pre-stored resolution department based on the one or more request parameters;

o identifying, by an identification unit [208] of the system [200], one or more resolution stages associated with the request;
o assigning, by an assignment unit [210] of the system [200], a set of time limit to the one or more resolution stages;
o generating, by the processing unit [204] of the system [200], one or more resolution levels associated with the request based on the assigning the set of time limit to the one or more resolution stages;
o mapping, by a mapping unit [212] of the system [200], the one or more resolution levels and the target resolution department associated with the request;
o generating, by matrix generator [214] of the system [200], a Service Level Agreement (SLA) matrix associated with the request based on mapping the one or more resolution levels and the target resolution department; and
o optimizing, by the processing unit [204] of the system [200], one or more complaint resolutions based on generating the Service Level Agreement (SLA) matrix associated with the complaint order.