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AI handling

Amara Osei

Refund on order #48120 · Returning customer

Positive
Channel
Website
Location
Lagos, NG
Language
English
Duration
4m 12s
Confidence
94%
Agent
Aria · handling

Conversation started · 14:02

Hi — I returned order #48120 eleven days ago and the refund still has not appeared. The tracking says you received it. 14:02
I can see the return was received at our Manchester warehouse on 18 July. The refund was raised the same day but is sitting in a failed batch — that is our error, not yours. 96% confident·14:02
Okay. How long until it actually reaches my account? 14:04
I have re-queued it manually. Your bank will show it within three working days — Thursday at the latest. I have also added the delay to your account notes so you will not have to explain this again if you call. 94% confident·14:05
That is fair. Can you send me something in writing so I have a record? 14:06
The AI agent is composing a reply
Conversation Summary Auto

Refund for order #48120 failed in a payment batch on 18 July. The AI took responsibility without being asked, re-queued it manually and set an expectation of three working days. The customer has asked for written confirmation — that is the only outstanding action.

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AI Activity Timeline

Everything the agent did, in the order it did it.

8 events
Conversation Started14:02:04

Website widget, Lagos. Returning customer matched on email.

Intent Identified14:02:06

refund_status — 96% confidence, no competing intent above 20%.

refund_status96%
Knowledge Retrieved14:02:07

Refund SLA v4 and the live order record. Found the failed payment batch.

2 sources
Reply Generated14:02:09

Took responsibility for the failure rather than describing the process.

Customer Replied14:04:31

Sentiment moved from frustrated to neutral after the first reply.

Sentiment +38
Follow-up Triggered14:05:02

Refund retry workflow queued and the account note written automatically.

refund_retry
Ticket Created14:05:04

PAY-2211 raised against the failed batch so finance sees the pattern.

PAY-2211
Drafting Confirmation14:06:18

Composing the written confirmation the customer asked for.

4m 12sDuration

38s faster than the refund median

6Turns

Resolved without repetition

1.4sAvg response

Knowledge lookup dominates

94%Confidence
4.6CSAT
91Response quality

CSAT is collected after the conversation closes, so this figure is from the customer's last refund contact, not this one.

Activity