Illustrative scenario. The company, the people and the conversation are fictional and were built to show how OmniAgent works. This page has no measured customer results.
- Financial services
- Credit union (fictional)
- Channel
- WhatsApp and app
- What the agent executes
- Confirm identity, block a card, request a new card, confirm the delivery address
The context
A lost or stolen card is an urgent contact: every minute without a block is a risk to the customer and to the institution. The support channel has to be fast and still cannot give up identity verification.
In this scenario, the credit union wants customers to resolve it in the channel they already use, with the security confirmation the fraud team requires.
What slows support down today
- 01
Urgency stuck in a queue
The card block competes in the same queue as non-urgent matters.
- 02
Manual verification
Each agent repeats the security questions, and the questions vary from one agent to the next.
- 03
Ordering the new card
After the block, the customer needs another contact to order the new card and confirm the address.
The conversation
The customer reports a lost card. The agent asks for the confirmation code through a separate channel, blocks the card and opens the order for a new one.
Example Credit Union
verified account
- I lost my card, I need to block it
- I will block it now. To confirm it is you, enter the code I sent by SMS.
- • • • • • •
- Code confirmed. Card ending in 4821 blocked. No new purchases will be accepted on it.
- Do you want to order a new card? It will be sent to the address on file: Av. Central, 120.
- yes, the address is right
- Order opened, case number C-55120. The new card arrives within the time stated in your contract.
What the agent executes
The agent calls operations in the credit union's system, in the order the security rule defines.
- 01
Confirms identity
The confirmation code is sent and checked by the system, outside the AI.
- 02
Blocks the card
The block operation runs in the institution's system, with the date and channel logged.
- 03
Opens the new card order
The address is the one on file; an address change follows each institution's rule.
- 04
Delivers the case number
The customer gets the order number in the conversation itself.
What stays outside the AI
The language model does not decide whether the block is allowed or whether identity is confirmed. Confirmation code, limits and anti-fraud belong to the credit union's system, and the same operation never runs twice.
Password, full card number and code go in through a secure form in the channel and straight to the system. If there is a sign of fraud, the case is transferred to a person on the security team with a summary of what was done.
How to start
- 01
Start with the block
It is a short flow, with a clear rule and an immediate benefit for the person contacting you.
- 02
Declare and simulate
The security team validates the steps and the fraud scenarios before publishing.
- 03
Pilot with a controlled group
A controlled group of customers uses the flow first, with handoff to support.