Use cases
Freeze and replace a lost card
Verify the customer, freeze their lost or stolen card, and order a replacement, all in one conversation.
Tags
AI Agent
Frontline
Channel
Chat
Voice
Category
Cards
Industry
Retail banking
What it does
A lost or stolen card is one of the most common and most urgent reasons a customer gets in touch. They want the card frozen immediately and a replacement on the way, and any delay is one they feel directly.
The Gradient Labs AI agent handles the whole request in the conversation. It verifies the customer, freezes the card straight away, orders a replacement, and confirms the delivery timeline, all on chat or voice. The customer gets an instant resolution instead of waiting in a queue, and the request never reaches your team.
How it works
When a customer messages or calls to report a lost card, the agent verifies their identity, determines the reason they need a new card, and then freezes the affected card immediately so it can't be used. It confirms the customer's details, orders a replacement card to the address on file, and tells them when to expect it.
If the customer mentions transactions they don't recognise, the agent can open a dispute alongside the replacement rather than handing the conversation off. It carries the full context of the conversation throughout, so the customer never has to repeat themselves, and logs every action it took in your systems.
See it in action
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