Customer Support

Customer needs to understand a fee on their account.

"AI explains clearly: "I can see you're asking about the $35 fee that posted yesterday. Let me explain what happened. This is an overdraft fee that occurred because a $127 subscription payment came through when your balance was $112. The good news: I can see this is your first overdraft in over a year, and you have overdraft protection available that wasn't activated. I'm going to do two things for you: First, I'm refunding this $35 fee as a courtesy since you've been a great customer. Second, would you like me to activate overdraft protection linked to your savings account? That way, if this happens again, we'll automatically transfer money instead of charging a fee. The transfer fee is only $5 versus the $35 overdraft fee.""

Customer wants to change their address and update direct deposit.

"AI handles multiple requests: "I'd be happy to help with both of those changes. For your address update, I'll need to verify your identity first. Perfect, I've updated your address from 123 Oak Street to 456 Maple Avenue, Apt 3B. This will apply to all your accounts and cards. Your next statement will go to the new address. For direct deposit, I can generate a new direct deposit form with your routing and account numbers right now. I'll include your new address on it. You can either download it as a PDF or I can email it to you. Your employer will need the routing number 021000089 and your account number. Most employers process the change within 1-2 pay periods. Would you also like me to order new checks with your updated address?""

Customer is frustrated about a recurring billing issue they've called about before.

"AI resolves with context: "I can see from your account history that you've contacted us twice before about these recurring charges from 'StreamPlus' - once in October and once in November. I completely understand your frustration, and I apologize this wasn't fully resolved. Let me take care of this definitively. First, I've just placed a permanent block on your card for any charges from StreamPlus - they will not be able to charge you again. Second, I'm refunding all three charges: $14.99 from September, October, and November, totaling $44.97 back to your account. Third, I've documented this case so if StreamPlus attempts to charge you through a different merchant name, our fraud system will flag it. Is there anything else about this situation I can help resolve?""