All agent desksID: FTR · STAGE 3: WIDEN
Payments Operations·Head, Payment Ops·6 Tools·6 Connectors
Failed Txn Resolver
Matches CBS, switch and NPCI records for failed UPI/IMPS/ATM debits, reverses within T+1 and drafts customer replies.
Operational ROI:₹4.2L TAT penalties avoided this month
Live · Human Sign-offStage: WIDEN
Daily VolumeToday
1,284
complaints handledAudit Concurrence30 days
98.4%
Human-AI alignment rateCapacity Returned7 days
402h
Staff hours freed this weekSign-off QueueReal-time
2items
Oldest due 3 h 10 minHow it works: Autonomous Execution Pipeline
9 nodes · 3 core banking connectors · 1 AI checkpointsTriggerSystem callAI Model stepDecision gateHuman sign-offResolvedEscalation
Autonomous DAG PipelineAudited Step-by-Step Pipeline Sequence
01
Complaint filedCBS entry
Finacle
02
CBS entrySwitch log
Switch
03
Switch logNPCI status
NPCI
04
NPCI statusMatch & decide
AI Agent
05
Match & decideUnder limit?
06
Under limit?Auto-reverse
≤₹25K
07
Under limit?Ops sign-off
>₹25K
08
Auto-reverseReply sent
09
Ops sign-offReply sent
Tools & Deterministic Capabilities
Every tool is sandbox-isolated and bound by audit policies| Tool Function | Capability & Operational Mandate | Target Connector | Execution Policy |
|---|---|---|---|
| get_complaint() | Retrieves complaint details including transaction references and customer contact info | CRCRM Ticket | Auto-execute |
| get_cbs_entry() | Fetches the core banking system entry for a specific transaction | FFinacle CBS | Auto-execute |
| get_switch_log() | Pulls switch-level request/response codes for the disputed transaction | SSwitch Logs | Auto-execute |
| get_npci_status() | Checks real-time NPCI UPI/IMPS transaction status and dispute state | NNPCI UDIR | Auto-execute |
| initiate_reversal() | Initiates a credit reversal to the customer's account (requires sign-off above limit) | FFinacle CBS | Sign-off Bound |
| draft_customer_reply() | Drafts a response to the customer in their preferred language with resolution details | WWhatsApp API | Sign-off Bound |
Connected Core Systems & APIs
Direct integrations providing live data and execution railsFCore banking (Finacle)
ConnectedCustomer, account, transaction and charge data. The system of record every agent reads.
RESTRead
NNPCI UPI / IMPS dispute (UDIR)
ConnectedTransaction status checks and online dispute resolution for UPI and IMPS.
NPCIRead
SPayment switch logs
ConnectedSwitch-level request and response codes for UPI, IMPS, card and NFS ATM.
KafkaRead
EJATM electronic journals
DegradedEJ files proving dispense success or failure for ATM disputes.
SFTPRead
CRCRM & complaints
ConnectedComplaint intake and ticket updates, including RBI CMS references.
RESTRead
WWhatsApp Business
ConnectedTwo-way messaging in 11 languages, template-bound for outbound.
CloudSend approved templates
Autonomy & Permission Boundaries
Read DataAccess customer records, historical balances, and KYC documents
AutonomousDraft DocumentsSynthesize STRs, sanction notes, customer replies, and audit memos
AutonomousPropose DecisionsFormulate reversal proposals, credit approvals, and settlement offers
AutonomousExecute on CoreMove funds, post GL entries, update CBS, and file statutory reports
Within limitsModel Evaluation & Gate Profile
Precision Score99.1%
Misses / False PositivesZero tolerance passed
Production Gate PolicyNo wrong reversal in 30 days