One-click, end-to-end refunds powered by AI, delivered through an AI agent with Zendesk integration.
Problem
The client’s customer-service team relied on a manual and fragmented process to handle refund requests raised through complaints. Customer Love (human) Agents were required to manually validate items, investigate discrepancies, assess fraud risk, calculate refund amounts, and then complete multiple system updates and communications.
This created a subpar customer experience with turnaround times, inconsistent decisions, and high operational cost, especially when working across the client’s ERP, CRM and Zendesk environments. The client specifically needed to reduce handling time, improve decision accuracy, and remove repetitive administrative work from frontline teams.
Solution
We designed and deployed an AI agent integrated directly into the client’s ERP, CRM and into Zendesk. The agent orchestrates the entire refund workflow, from validating items and discrepancies, assessing fraud likelihood, and determining refund eligibility, through to calculating the refund amount and processing it into the customer’s digital wallet.
The solution also automatically creates the relevant Zendesk case and drafts both the internal return notes and the customer-facing reply email. A human agent simply reviews the outcome and completes the process with a single click, ensuring operational control while removing manual effort.
Result
The end-to-end refund process delivered a 20% improvement in operational efficiency, significantly improving customer response times and team productivity.
In production, > 95% of automated decisions are correct and do not require human input. Customer-service leaders report strong adoption and satisfaction with the tool, citing increased consistency, faster resolution times, and a significant reduction in repetitive administrative work for agents.
Technologies
