Automate Claims Support and Cut Down SLA Breaches

You want to: Eliminate the backlog of refund and return requests clogging your support lines.

Your AI agent can: Handle eligibility checks, respond to common refund queries, and initiate return workflows automatically.

Contact Sales

Industry: E-commerce Retail

Business Goal: Operational Efficiency

Call Direction: Inbound

Agent Type: Support Agent

What can this AI Agent help you achieve?

Faster first-response times

Handle high-volume claims with automation

Lower SLA breach rate

Consistent, instant handling of policy-qualified requests

Reduced agent load

Let human reps focus on complex or edge cases

Use the agent when:

Your claim volume spikes during sale periods
Support team is constantly answering the same refund questions
You need better control over SLA performance

What you need:

Claims/returns policy mapped into logic
Customer identification data (order number, name, etc.)
API or webhook to initiate refund/return in your system

How to set it up:

Trigger it:

Inbound calls tagged as refund/return requests or routed from IVR

What it says (Sample dialogue)

“Hi [First Name], I can help you with your return or refund request. May I start by verifying your order details?”

What it does next:

Captures order number and email/phone to locate the order
Checks return eligibility (based on rules)
Initiates return or refund request, or routes to human if ineligible

Setup prompt template

Setup Prompt Template

Objective:

Resolve simple return/refund claims over the phone to improve SLA and reduce load on human agents.

Scope:

✅ Handle refund/return requests

✅ Verify basic eligibility (e.g., return window, product condition)

✅ Initiate claims or escalate if outside policy

❌ Handle complex shipping disputes or missing deliveries

Tone and Style:

Friendly and neutral, focused on clarity, reassurance, and efficiency.

Key Phrases to Use:

“Let me check your order against our return policy.”
“You’re eligible for a refund, I’ve started the process for you.”

Required Actions:

Greet with [Customer First Name]
Collect order ID and reason for return
Check eligibility via policy logic
Tag, initiate return/refund, or escalate

Escalation Rules:

Escalate if order is not found
Route to human if claim is ineligible or disputed
Retry once if input is unclear or missing

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