Pushback: AI agent escalates Indian consumer refund complaints using a learning knowledge graph

Pushback is a refund-escalation tool built on TigerGraph that helps Indian consumers pursue stuck refunds for cancelled flights, missing orders and failed UPI payments. It checks published rules such as the E-Commerce Rules 2020, which require Grievance Officers to acknowledge complaints within 48 hours, and guides users up an escalation ladder from customer support to grievance officers and then regulators like AirSewa, the National Consumer Helpline and the RBI Ombudsman. The system drafts letters that users approve before they are sent from their own Gmail, then tracks replies and deadlines. Each case's outcome is stored in a knowledge graph, which recommends the most effective escalation step for a company or, when data is thin, for its sector. The project is live with flight, order and payment ladders.