Levelling Up a Payment Refund Chatbot’s Functionality

Enhancing a Payment Refund Chatbot with Advanced Security Measures, Seamless Integrations, and a Unified Agent Workspace

Online food delivery is one of the most competitive markets where every penny counts and businesses spend millions of dollars on reimbursements annually. That’s why providing exceptional customer support is as crucial as ensuring smooth and safe refunding processes.

Building upon a previously developed chatbot, our team was tasked with upgrading its capabilities to address evolving security threats and optimize agent efficiency. This involved fortifying fraud prevention measures, streamlining agent workflows through strategic integrations, and unlocking the power of data-driven insights.

John Mowat Former Technical Program Manager at Master of Code Global

The goal is to have a single pin of glass for support agents, meaning one screen that they do their whole job out of rather than having to switch between apps. That’s a kind of our longterm strategy: whenever we can, if we learn of another internal corporate system that the client uses, we want to try and bring it into our experience so that agents become more efficient, they don’t ever have to leave the workspace. It’s a strategic thing for us and it’s also a huge efficiency game for the agents.

Technologies We Leveraged

Conversation Builder
NodeJS
Javascript

Challenge

How did we help the company balance customer satisfaction with security and efficiency?

Our client, a prominent food delivery platform, faced a two-pronged challenge:

1. Escalating Fraudulent Activity: Their refund system was a target for bad actors aiming to exploit it for financial gain. These malicious attempts ranged from individuals seeking free meals to organized efforts to obtain and resell large quantities of food.

2. Agent Workspace Complexity: Support agents were bogged down by a disjointed workspace, requiring them to navigate between multiple systems to resolve customer issues. This constant toggling between applications hindered efficiency and increased the time required to process refunds.

What We Developed?

To address the client’s challenges, we implemented a multi-faceted solution that leveraged our expertise in system integration and chatbot development.

Agent Workspace Enhancements

Recognizing the critical need for a streamlined workflow, we created a unified agent workspace. This involved integrating not only the client’s CRM, loyalty program, and order management system, but also leveraging our connector development services to seamlessly connect a variety of other essential platforms into a single, cohesive interface. This eliminated the need for agents to switch between applications, providing them with a comprehensive view of each customer and empowering them to resolve issues quickly and efficiently.

Cybersecurity Features

Working closely with the client’s security team (and adapting to a mid-project change in security vendors!), we implemented robust measures to whitelist traffic and identify suspicious patterns. This included flagging potentially fraudulent accounts, blocking repeat offenders, and developing algorithms to detect anomalies in refund requests.

When the organization transitioned to a new security vendor, our team ensured a seamless migration of customized security features and swiftly adapted to the new vendor’s protocols. This ensured ongoing protection against evolving cyber threats.

Achievements

Continued Partnership: Our contributions to this project played a key role in securing the client’s continued partnership with our partner company, demonstrating the value and effectiveness of our solutions.
Client Satisfaction: Despite facing a demanding and dynamic environment, we consistently delivered high-quality work, exceeding the client’s expectations and maintaining a strong working relationship. Following a major 3yr contract renewal in Q3 2022, upsell negotiations are underway Q4 2024 for integrating GenAI into the system.

General Enhancements

We focused on removing friction points and enhancing clarity throughout the chatbot interaction. Users can now navigate the refund process effortlessly, with clear prompts, helpful guidance, and a conversational flow that feels natural and intuitive.

FAQ and Guided Flows:

To elevate the chatbot's self-service capabilities, we integrated an FAQ section linked to the knowledge library and implemented custom flows to guide users through common scenarios.

Real-time Integrations:

By leveraging APIs from DoorDash, Google Maps, and Apple Maps and many other services, we equipped the chatbot with real-time information to address specific customer inquiries.

Escalation to Live Agent:

For complex issues requiring human intervention, we ensured seamless escalation to a live agent, maintaining a consistent and personalized experience.

Custom Backend Recording:

We developed a system that feeds data directly into the client's business intelligence platform. This provided valuable insights into chatbot performance, user behavior, and emerging trends, enabling data-driven decisions to optimize the refund process.

Future Plans

Generative AI Integration

We plan to leverage Generative AI and LLMs for intelligent routing, intent understanding, and agent assistance, further enhancing the efficiency and accuracy of the chatbot.

Advanced Fraud Prevention

We are committed to continuously improving our fraud detection and prevention capabilities, including the development of more sophisticated algorithms to identify and block suspicious activity.

Better Automated Business Rules

We continue to adapt to creative and challenging new rules devised by the client’s business team, as they continually evolve their logic for awarding automated refunds and offers.

Results

$11M+ refund cost savings through the reimagined flow

1 workspace for live agents that covers all the integrations

2 major streams of enhancements were successfully implemented

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