Agent Desk

CHB
All agent desksID: CHB · STAGE 2: SHIP
Card Disputes & Processing·Head, Card Ops·5 Tools·4 Connectors

Chargeback Manager

End-to-end chargeback lifecycle — classifies reason codes, compiles evidence, drafts representment letters, tracks outcomes with Visa/Mastercard/RuPay networks.

Operational ROI:62% representment win rate
Live · Human Sign-offStage: SHIP
Architecture deep-diveTrain agent
Daily VolumeToday
184
disputes handled
Audit Concurrence30 days
94.8%94.8%
Human-AI alignment rate
Capacity Returned7 days
186h
Staff hours freed this week
Sign-off QueueReal-time
0items
Queue clean · Zero SLA breach

How it works: Autonomous Execution Pipeline

10 nodes · 2 core banking connectors · 3 AI checkpoints
Deterministic DAG
>50%<25%AcceptedRejectedDispute receivedCRMClassify reason codeAI AGENTPull auth + txn logsSWITCHCompile evidenceAI AGENTWin probability?Draft representmentAI AGENTAnalyst sign-offSubmit to networkVROLAccept chargebackCase won
TriggerSystem callAI Model stepDecision gateHuman sign-offResolvedEscalation
Autonomous DAG Pipeline
Audited Step-by-Step Pipeline Sequence
01
Dispute receivedClassify reason code
AI Agent
02
Classify reason codePull auth + txn logs
Switch
03
Pull auth + txn logsCompile evidence
AI Agent
04
Compile evidenceWin probability?
05
Win probability?Draft representment
>50%AI Agent
06
Win probability?Accept chargeback
<25%
07
Draft representmentAnalyst sign-off
08
Analyst sign-offSubmit to network
VROL
09
Submit to networkCase won
Accepted
10
Submit to networkAccept chargeback
Rejected

Tools & Deterministic Capabilities

Every tool is sandbox-isolated and bound by audit policies
5 Registered Tools
Tool FunctionCapability & Operational MandateTarget ConnectorExecution Policy
get_complaint()Retrieves complaint details including transaction references and customer contact infoCRCRM TicketAuto-execute
get_cbs_entry()Fetches the core banking system entry for a specific transactionFFinacle CBSAuto-execute
get_switch_log()Pulls switch-level request/response codes for the disputed transactionSSwitch LogsAuto-execute
get_documents()Retrieves KYC documents, supporting files, and OCR-extracted text from the DMSDDMS OCR StoreAuto-execute
draft_customer_reply()Drafts a response to the customer in their preferred language with resolution detailsWWhatsApp APISign-off Bound

Connected Core Systems & APIs

Direct integrations providing live data and execution rails
4 Connected Rails
FCore banking (Finacle)
Connected

Customer, account, transaction and charge data. The system of record every agent reads.

RESTRead
SPayment switch logs
Connected

Switch-level request and response codes for UPI, IMPS, card and NFS ATM.

KafkaRead
CRCRM & complaints
Connected

Complaint intake and ticket updates, including RBI CMS references.

RESTRead
DDocument store (DMS)
Connected

KYC documents, deeds, invoices and bills of entry, with OCR text.

S3-compatibleRead

Autonomy & Permission Boundaries

RBI Compliant
Read DataAccess customer records, historical balances, and KYC documents
Autonomous
Draft DocumentsSynthesize STRs, sanction notes, customer replies, and audit memos
Autonomous
Propose DecisionsFormulate reversal proposals, credit approvals, and settlement offers
Autonomous
Execute on CoreMove funds, post GL entries, update CBS, and file statutory reports
Not allowed

Model Evaluation & Gate Profile

920 Benchmark Cases
94.8%
Precision Score92.3%
Misses / False PositivesZero tolerance passed
Production Gate PolicyNo missed representment deadline

Multi-Dimensional Performance Benchmark

5-Axis Audited Evaluation
AccuracySpeedComplianceCoverageCost eff.

Pending Human Sign-offs

0 in Queue
✓ All recommendations signed. Desk queue is fully cleared.