Card Delivery AI Agent

What it does

• The AI Agent handles inbound card delivery inquiries, including shipment tracking, delivery status, non-receipt, damaged cards, incorrect addresses, and replacement requests, and initiates the card activation process once delivery is confirmed.

How it works

1. The customer contacts the AI Agent via WhatsApp or web chat with a card delivery-related inquiry.
2. The AI Agent retrieves the shipment status from the courier system and provides tracking updates, estimated delivery times, and answers to delivery-related questions.
3. If delivery fails or the card is lost, damaged, or sent to an incorrect address, the AI Agent updates the delivery details, initiates a replacement request, or schedules a new delivery in accordance with the bank's policies.
4. Once delivery is confirmed, the AI Agent guides the customer through the card activation process and can immediately proceed with first-time card setup if applicable.
5. The AI Agent can also answer questions about card activation, PIN setup, first use, and any required security verification.
6. Cases requiring manual verification or operational intervention are seamlessly escalated to a human agent, who receives the complete conversation history together with an AI-generated summary.

Result

• Less manual outreach and fewer follow-up calls for human agents.

• Faster resolution of delivery issues and card activation.

• Improved customer experience through real-time shipment updates and self-service support.

• Higher card activation rates immediately after delivery.