Handle refund and upgrade requests without adding to your ticket queue

How many support tickets in your queue could be handled without a human? Today, we're showing you a customer support agent built on Tray Merlin Agent Builder designed to resolve common requests like refunds and upgrades automatically across your systems, all from within a single conversation.

Let's go ahead and take a look at this agent in action. So, I've got my website here and let's say I want to get some support from the customer support team. I'm going to go ahead and message the agent down in the bottom right section here. Let's go ahead and ask it a question. Let's say I've noticed a duplicate transaction in my account.

So, I'm going to ask my agent to go ahead and if it's possible to refund that for me directly. In this case, the agent has a few tools that allow it to take action such as processing a refund when it makes sense and also being able to reach into our payment provider. If we take a quick look at our payment provider, you will notice that there is actually a duplicate transaction in here. So, the agent should be able to pick that up and we'll see how it responds to that.

And so, in this case, we can see it's come back and it's gone ahead and actually noticed the two duplicate transactions as well as the dates. And it's asking us just to confirm that we want to go ahead and refund that. So let me go ahead and say, yes, please. We want to process that refund. We'll take a look to see how the agent is able to take the action here and actually go ahead and refund this transaction for this user all without needing to bring a human into the loop at all.

And so in this case, we can see that the agent's come back and it's successfully been able to process that refund. If we come back over to our payment provider, we'll give that a quick refresh just so we can double check, and we should see that one of those transactions is now refunded just here. Now let's take a look at a slightly different example. Let's say I want to go ahead and upgrade from the basic plan that I'm currently on to the Pro plan.

So I'm going to ask my agent, can I upgrade to the Pro plan, please? And let's take a look to see what the agent does in this case. Again, it's got a tool here that's able to go ahead and pull up our current subscription information as well as go ahead and process a new one. If we look at our payment provider, we can see that currently John Smith is on the basic plan.

We can also see that he exists within our CRM on that basic plan as well. And so we'll take a look to see how the agent is able to upgrade that and make sure that all of that is attributed and taken action in all of those downstream systems as well.

And so, in this case, we can see it's come back firstly with some helpful information around my current plan and what the new plan includes as well based on its available knowledge and its knowledge base. And it's just asking me to double check and confirm that I want to upgrade. So I'm going to go, yes, please upgrade me, and we'll take a look to see how the agent is able to actually process this and take action with it.

And so we can see the agents come back, and it's actually gone ahead and successfully upgraded the plan for us. It's also provided us information around the pro rata amount, and it's also created a ticket for us to have an overview of this whole process.

We double check on over at our payment provider. We should see that that John Smith has now been upgraded from the basic plan up to the Pro plan. If we take a look at our CRM system, we should see a new opportunity that was created again for this new pro plan upgrade. And then we've also sent across an email confirmation to the user as well.

Now, of course, one of the things we also did do is we maintained a ticket for all of the interactions that have taken an action in here. So, that includes both that duplicate refund as well as the upgrade to the Pro plan so that our team has that visibility for that. So as we can see, the agent has a ton of tools here that are available to it to use to not only provide a suitable response but actually go ahead and take action there, whether that's being able to use the tool that's going to help us update the subscription, process refund requests. There's a lot of power that you'll have with the Merlin Agent Builder functionality to be able to not only have your agent respond accordingly, but take any necessary actions that you might determine as well.

This is just one example of what's possible when you build on one platform for every agent.