Investigate a missing payment

Investigate missing or unexpected payments, working with transaction data to identify what happened and resolve the case.

What it does

When a customer reports a missing payment, they want answers quickly. The investigation, tracing what happened across payment rails, and deciding whether any goodwill is appropriate, is manual work that takes time.

Gradient Labs' AI agent can look up transaction data, explain what happened to the customer, and apply automatic logic to determine whether a promo code should be issued based on the experience. Customers get a resolution in the same conversation, without waiting for a human to work through the case.

How it works

The AI agent pulls in the customer's transaction data and inspects the transaction state to diagnose the issue. Based on that state, it routes automatically to the right sub-procedure: funding a transfer, receiving money, outgoing card payments, incoming card payments, or tracing a completed transfer.

If the customer's description contradicts the data (e.g. they say a payment was refunded, but the record shows "Paid Out"), the agent flags the discrepancy and confirms the correct transaction before continuing.

Once the issue is resolved, a second layer of logic evaluates whether to issue a promo code based on the call reason category and customer sentiment.