Replace IVR queues and payment support tickets with a custom AI agent that reads live transaction data, resolves payment queries in real time, and handles UPI disputes, failed payments, and refund requests — without escalating to a human agent for 55–70% of cases.
"Where is my transfer?" — The agent looks up the transaction ID in your payment gateway and core banking in real time. Gives the customer the actual status (processing, credited, returned) with timestamp — not a scripted "allow 3-5 business days."
Diagnoses why the payment failed (wrong IFSC, beneficiary account closed, insufficient funds, bank server timeout), explains the reason in plain language, and guides the customer to retry correctly or initiates a refund within its authorised scope.
Looks up refund status against your payment gateway. For eligible cases, initiates the refund within the authorised amount and initiator limits. Provides RBI-mandated refund timelines (T+2 for UPI, T+5 for cards). Escalates to human for exceptions.
Handles UPI-specific issues: pending transactions at beneficiary bank, auto-reversal status, UPI dispute initiation via NPCI framework. Checks transaction state (deducted / not credited / in transit) and gives the customer the correct resolution path.
For business customers: reconciles payment against invoice reference, identifies unmatched credits, explains settlement delays, and provides MIS on bulk payment batches. Integrates with Tally, Zoho Books, or custom ERP for real-time reconciliation data.
Handles NACH mandate questions: mandate status, debit date, amount, cancellation requests. For failed auto-debits: explains failure reason, offers retry, manages customer communication within RBI mandate framework guidelines.
| Feature | XPndAI Payment Support Agent | IVR / Manual Support Queue |
|---|---|---|
| Response time | Under 30 seconds, 24/7 | 2–20 min wait time, business hours only |
| Query resolution | 55–70% resolved without human | 100% routed to human agent |
| Live transaction data | Real-time API lookup — actual status | Agent manually checks portal |
| Languages | Hindi, English + regional languages | Depends on agent availability |
| Audit trail | Immutable log of every action taken | Call recording only |
| Scaling cost | Zero marginal cost per query | Linear with headcount |
It handles inbound payment queries: payment status checks, failed payment diagnosis and retry, refund status and initiation, UPI dispute filing, reconciliation queries for B2B customers, and mandate/NACH queries. It connects to your live payment gateway and core banking to give real answers — not scripted responses.
An IVR routes calls. This agent resolves them. It reads live transaction data from your payment gateway, diagnoses the issue, and acts within its authorised scope — initiating refunds, filing NPCI disputes, confirming reconciliation — without transferring to a human agent for 55–70% of queries.
Yes — it checks UPI transaction state (deducted at payer / credited at payee / in transit), provides the RBI-mandated resolution timeline, and initiates the dispute workflow via NPCI's dispute management API. Complex fraud cases are escalated to human agents with full context.
Razorpay, PayU, Cashfree, Paytm PG, CCAvenue, BillDesk, Stripe India, Juspay, Setu for UPI orchestration. Core banking: Finacle, Temenos, custom CBS via API. Reconciliation: Tally, Zoho Books, Oracle Financials. Additional integrations scoped during discovery.
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