Microsoft Scenario Library Financial Services Banking – Transaction dispute agent

Available with: Microsoft Copilot Studio

Financial Services scenario: Banking – Transaction dispute agent

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Scenario

Use Copilot Studio to create a transaction dispute agent

Accelerates dispute resolution by automating case intake, log retrieval, and policy checks.

1. Receive dispute ticket

Collects dispute cases from internal dispute-management systems or contact center queues for processing.

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AI Agent

Benefit: Automatically pulls and centralizes dispute cases from internal systems to reduce resolution delays and minimize backlog.

Retrieves detailed transaction records and associated fraud detection logs for analysis.

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AI Agent

Benefit: Pulls transaction & fraud log to enable rapid access to critical data to support dispute assessment.

Uses internal banking policies and rule sets to identify the cause and assess dispute eligibility.

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AI Agent

Benefit: Diagnose root cause to reduce errors in dispute handling and determine eligibility.

Highlights disputes that do not meet resolution criteria or exhibit signs of abuse or fraud.

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AI Agent

Benefit: Flags risky dispute to help mitigate financial risk and fraud exposure through proactive detection.

Compiles findings into structured reports with recommended next steps, aiding audit and compliance.

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AI Agent

Benefit: Automatically creates a report with all recommendations for review.

Presents eligible resolution options to the customer or routes refund approval requests to the designated supervisor for further action.

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AI Agent

Benefit: Manages end-to-end claim resolution by presenting valid actions for quick turnaround while flagging exceptions for review.

KPIs

Opportunity to impact key functional area KPIs

Generate insights and content within the everyday flow of work, expedite investigations, and communicate more effectively to prevent and remediate compliance issues.
Speed data analysis and reporting
  • Quickly analyze trends
  • Generate informative charts
  • Create strategy presentations

Improve productivity by leveraging automation to quickly prioritize and accomplish daily tasks, optimize processes, and save time and effort on daily tasks.
Boost productivity
  • Rapidly research customer interactions
  • Create first drafts faster
  • Check for similar issues and resolutions
  • Quickly send follow-up communications

Differentiate customer interactions from competitors to help increase market share; Reduce the time for comprehensive portfolio evaluation with change recommendations reflecting market dynamics; Build trust and confidence among clients leading to increased number of active investors. 
Improve customer meetings
  • Research company information
  • Learn how to pitch the product
  • Organize information from past interactions
  • Completely focus during the meeting

Streamline operations for faster resolution of customer issues, providing tools for decision-making and strategy development. This can lead to higher customer satisfaction, increased customer lifetime value, and maximized customer investment portfolio.
Improve customer satisfaction
  • Diagnose a problem quickly using
    external and internal databases
  • Automated analysis using customer data and knowledge base
  • Quicker and more accurate draft responses
    based on historical resolution data
  • Proactive and personalized follow-up communications

1Access Microsoft 365 Copilot Chat at m365copilot.com, or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web”.

2Access Microsoft 365 Copilot Chat at m365copilot.com, the Microsoft 365 Copilot Chat mobile app, or the Microsoft 365 Copilot Chat app in Teams, and set toggle to “Work”.

3AI Agents allow Copilot to access your organization-specific apps. In the past this would have required an API call to get data from a system of record.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.