Credit Card Support AI Agent

Project Type
AI Chatbot

Client
MNC Bank

We built MNC Bank’s always-on support agent that:
✔️ Answers 95% of CC questions – Fees, rewards, policies
✔️ Books meetings instantly – No more back-and-forth
✔️ Never drops calls – Smooth transfers to humans
✔️ Works 24/7 – Even at 2AM for urgent queries

💸 The Money Problems

Bank faced customer headaches:

8-10min wait times for simple questions
1-in-5 calls missed after business hours
“Why was I charged this fee?” confusion
Agents stuck scheduling meetings instead of helping
Policy updates lagging behind website info

🔥 The Pain Points We Solved

Bank faced customer headaches:

8-10min wait times for simple questions
1-in-5 calls missed after business hours
“Why was I charged this fee?” confusion
Agents stuck scheduling meetings instead of helping
Policy updates lagging behind website info

🛠️ How the Bot Works

Your New Financial Sidekick

Stage	Action	Tech Used
1. Greet	Natural voice conversation	Retell AI
2. Solve	Answer using latest policies	RAG + MNC Bank Data
3. Escalate	Warm transfer if stuck	Twilio Bridge
4. Schedule	Book follow-ups instantly	Google Calendar API

⚙️ Behind the Scenes

Phase 1: Setup

Fed MNC Bank’s entire CC policy docs into RAG system
Trained Retell AI with common queries:
“What’s my cashback rate?”
“How to dispute a charge?”
Connected Twilio to bank’s existing phone system

Phase 2: Smart Routing

[Call Start] → [Policy Check] → [Answer or Transfer]  
→ [Calendar Invite if Needed] → [Call Summary Log]

Phase 3: Human Handoff

Programmed graceful transfers:
🔹 “Let me connect you with Sarah, our fee expert!”
🔹 Shares call context with agent first
🔹 Sends SMS follow-up if call drops

Phase 4: Stress Test

Simulated 50+ tough scenarios:
Angry customer: “Why was I charged $200?!”
Complex query: “Explain APR vs. daily periodic rate”
Non-English accents
Achieved 95% accuracy benchmark