All use cases

Prevent / Care

Resolution follow-up for financial cases

"We're investigating the transaction, it can take a few days" — and then the customer is left alone with their money in limbo. The agent is the one who comes back when the answer lands.

Close the loopTime-based triggerSystem triggerPushChatEmailSMSFintechLendingInsurance

What it does

Financial problems rarely close in the moment they're raised. A disputed charge goes under review, a refund is promised in five working days, a claim is being assessed, a transfer is held for investigation — and then the customer is left waiting on news about their own money, with no idea when or whether it will come. So they call back, often more than once, just to ask where it stands; and a quiet, unresolved money worry is exactly the kind that erodes trust in a bank or insurer. Whenever a financial case has a lag, the agent schedules its own follow-up against the expected resolution date and comes back the moment there's an answer: "your dispute was resolved in your favour," "your claim has been approved." The anxious chase never happens, and a stressful episode becomes a reason to stay.

How it works

  1. 1
    Trigger. a financial case closes with the outcome still pending — a dispute lodged, a refund timeline quoted, a claim sent for assessment, a transfer flagged for investigation — and the agent registers a follow-up tied to that case's expected resolution date.
  2. 2
    Decision. when the follow-up comes due, the agent reads live case state first — did the dispute resolve, did the refund settle, was the claim decided, did the hold clear? It selects the message that fits the actual outcome (resolved, still in progress with a new ETA, or declined with next steps), and a judge reviews it before anything is sent.
  3. 3
    Action. the update goes out on a channel the institution owns — a push the moment a dispute is found in the customer's favour, an email when a claim decision is logged, a chat check-in if an investigation is running longer than quoted.
  4. 4
    Follow-through. if the customer came back first or the case visibly closed on their side, the scheduled follow-up is cancelled rather than sent. A declined or contested outcome, or any case touching a complaint or a vulnerable customer, is handed to a human with the full history attached. Every closed loop is logged, so the chase-calls it removes are measured, not assumed.
Example
AgentGood news on the transaction you disputed last week — we've reviewed it and refunded the £128 to your account in full. It should show within one business day. Nothing further needed from you.
CustomerOh, brilliant. I'd assumed I'd have to ring up and chase it.
AgentNo need this time — I came back to you as soon as it was decided. If you spot anything else unusual on the account, just tell me here and I'll open a case straight away.

Configuration

How the agent is wired for this use case.

Triggera case_opened event with a pending outcome (dispute, refund, claim, or transfer investigation) carrying an expected-resolution date, plus the case_status_changed / case_resolved event that later closes it.
Tools & actions
  • Case / dispute management system · read the open case, its expected resolution date, and the final outcome when it lands.
  • Claims system · check claim-assessment status and the decision for insurance cases.
  • Core banking / payments ledger · confirm a refund settled or an investigated transfer has cleared before sending closure.
  • Follow-up scheduler · register the timed follow-up against the resolution date and cancel it if the customer returns first.
  • Messaging channel · deliver the outcome update on the customer's preferred surface.
Autonomyscheduling and the in-favour / approved / settled closure messages run unattended under judge review. The agent reports a status it has read from the system of record; it does not itself decide a dispute, approve a claim, or move money. A declined, partial, or contested outcome is a confirmation/handoff step routed to a human.
Channelspush · chat · email · sms
Escalationa declined or contested outcome, an investigation overrunning its quoted window, or any complaint or vulnerability signal hands off to a human case handler with the full case history.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

case_opened events carrying the case type and expected resolution date, and case_status_changed / case_resolved events from the case, claims, or payments systems.

Data

the case record and its outcome, the customer's preferred channel and consent state, complaint and vulnerability flags, persistent memory of the original conversation.

Guardrails

the agent reports outcomes from the system of record only — no dispute, claim, or payment decision; mandatory human hand-off on declined, contested, complaint, or vulnerable-customer cases; judge review of every message; automatic cancellation when the customer returns first; regulated complaints-handling and fair-treatment rules per line and region.

Metrics it moves

  • contact-ratedown: a proactive outcome update removes the repeat "any news on my dispute / claim / refund?" contacts that pile up while a case is open.
  • csatup: the customer experiences an institution that tracked their money worry and came back unprompted, at the most anxious moment.
  • churndown: a stressful financial episode closed with proactive reassurance becomes a reason to stay rather than a quiet reason to leave.

Related use cases

Prevent / Care

Post-resolution follow-up

the retail and subscription parent this adapts to higher-anxiety financial cases

Prevent / Care

Insurance FNOL intake and claim status

opens the claim whose resolution this comes back to confirm

Prevent / Care

Fraud-signal verification outreach

opens the dispute and investigation this loop later closes

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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