Implemented caseCall Center · Financial institution
AI agent for the autonomous resolution of payment claims
95%
fewer claims escalated to human agents
Problem
- Customers contacted the call center because their payments weren’t reflected
- The process was 100% manual: the agent checked external systems and cross-referenced data with the back office
- High volume, slow and dependent on people
Result
- Claim classification through conversational analysis
- Integration with internal systems and real-time lookup with an external provider via API
- Autonomous resolution: it refunds the money or sends the receipt, depending on the case
Same project as the founder’s case on the home page (Financial services — Digital after-sales), told from the call center’s perspective.
