Loading data
trigger inbound - started Oct 01, 14:00 - finished Oct 01, 14:00 - engine deterministic classifier (model unavailable)
9 recorded
Message received
14:00:15Live Test Sender via email
Intent detected
14:00:16 +1448msrefund request - confidence 95% (deterministic classifier (model unavailable))
Priority and sentiment
14:00:16HIGH priority, negative tone
Structured data extracted
14:00:16Intent matched: refund request; Negative tone detected; Amount detected: $220; Duplicate charge language; High priority signal
Policy applied
14:00:16Refund requests always require human approval. Auto approve cap is $100.
Reply drafted for approval
14:00:18Re: your message
Task created
14:00:18Review refund request -> Finance
Approval requested
14:00:18Finance must approve before anything is sent
Verified
14:00:18Automatic steps done. High risk step is waiting on a person.
6 recorded
Reply drafted
PENDINGHIGH riskAPPROVALHi Live, Thanks for flagging this. I can see a refund request on the account and I have routed it to our finance team for review. Refunds are reviewed by a person before anything is processed, so you will get a confirmation once that review is complete. If there is an order or invoice number you can share, it will speed things up. Best, Customer Operations
Payment details extracted
DONELOW riskAUTOAmount on file: $220
Approval requested from Finance
PENDINGHIGH riskAssigned to Finance
DONELOW riskAUTOFinance owns the refund decision.
Task created
DONELOW riskAUTOReview refund request
Approved reply sent
DONEHIGH riskAPPROVALHi Live, Thanks for flagging this. I can see a refund request on the account and I have routed it to our finance team for review. Refunds are reviewed by a person before anything is processed, so you will get a confirmation once that review is complete. If there is an order or invoice number you can share, it will speed things up. Best, Customer Operations