What the agent does
Authenticate
the customer before accessing account or billing information.
Retrieve
current billing details from your billing system: outstanding balance, last payment, next due date, itemised charges.
Answer
billing queries: explain charges, compare to previous periods, clarify fees.
Process
refunds within policy rules: confirm eligibility, initiate the refund, and communicate the outcome.
Collect
payment information securely and pass to your payment processor.
Handle
disputes: log the dispute, communicate timeline, and escalate to your team with structured context.
Industries where this applies
A sample conversation
My bill this month is much higher than usual. Can you explain why?
I can look into that for you. Your bill this month is £84.50, compared to £42.00 last month. The difference is a one-off equipment fee of £38.00 and a £4.50 international call charge. Does that match what you were expecting?
The call charge is a mistake. I didn't make any international calls.
I've raised a dispute for the £4.50 charge. Our billing team will review it within 3 business days. You'll receive a confirmation at the email address on your account.