AI-driven capabilities for Customer Service Representative (CSR) personas
- Banking CSR support AI agent assists the CSR agent during live calls with customer queries.
- Banking CSR customer insights AI agent assists the CSR agent by providing insights based on the queries raised. It also provides pre-defined clickable insights for quick access.
- Customer Interaction Context Summary provides context-aware summaries of customer interactions in real time, capturing key details of the customer.
- Customer Profile Summarization provides concise and comprehensive customer information, combining customer data, owned products, and recent activity to provide a unified overview.
Agentic AI for Friendly Fraud
- Assists dispute agents in handling friendly fraud transactions using agentic AI.
- Recommends appropriate actions for friendly fraud disputes.
- Enables human agents to evaluate dispute amounts, customer relationships, and the AI agent's analysis.
- Crafts professional responses to customers regarding decision outcomes in case of deflection.
Disputes intake via Virtual Agent
- Offer an intuitive dialogue-based channel experience for customers to submit dispute details.
- Use questions required by card processing networks.
- Leverage Now LLM to rephrase these questions in a conversational format and infer answers for unanswered questions from customer responses.
AI Agents for ACH Disputes Resolution
- Assists dispute agents in handling ACH processing using AI agents.
- Investigates the credibility of the associated merchant in the context of the disputed transaction.
- Determines the eligibility of the disputed transaction as per Nacha operating guidelines.
- Recommends a course of action based on AI agent analysis and similar past disputes.
- Crafts professional responses to customers or ODFIs depending on decision outcomes.
Insurance
- Parse complex insurance claims by condensing a claim record into a brief, high-level summary.
- Use tailored inputs and prompts that addresses specific lines of business for claims.
- Support for the Now Assist panel.
Card disputes
- Parse complex card dispute cases by condensing a dispute record into a brief, high-level summary.
- Use a tailored prompt to effectively cover a wide array of dispute cases across several categories.
- Support for the Now Assist panel.