Customer Request Resolution

Resolve routine customer requests with governed responses, PII masked, and clean human handoff.

Book a demo All financial services agents

What It Does

The agent answers routine account and product questions from the knowledge base and the customer's record in core banking, masking PII before anything is shown and checking each response against policy. A separate acting agent performs any change the request needs, and anything outside the routine set goes to a person with the full context attached.Without it: Routine requests clog service queues, but ungoverned chatbots are a compliance incident waiting to happen.

Nothing account-specific is said before the customer's identity clears
The routine set is a named list: address change, card reissue, statement copy
Rising frustration in a live session routes the contact to a person
The handoff carries the transcript, the record pulled, and what was already tried

Illustrative example

A customer calls about a $29 fee on statement line 14 of the account ending 4402. The answering agent authenticates her, reads the fee schedule and her record, and explains that the charge came from her third out-of-network withdrawal that month. When she then asks for the card to be reissued, the request passes to the acting agent, the only one with a path into core banking, and she rings off with both the explanation and the reissue logged.

Reads

Contact centre

Live transcript, rising frustration

Core banking

Account record, fees

CRM

Prior contacts, cases

Knowledge base

Fee schedule, products

OverSalesforce Slack

Runs

Customer request resolution