Did you get what you came in for?
F
Branch Experience Survey
Evaluator agent · 1.1K uses
Evaluator Agent
Fraud and Dispute Resolution Feedback
A fraud case is where a customer finds out whether the bank is on their side. Fraud and disputes are stressful, and the thing customers remember is not the outcome so much as whether they felt believed while it was being decided. This conversation is handled with care and asks about the experience, never re-opening the case itself.
Post-dispute loyalty measured
Trust damage caught
Communication failures surfaced
Used 1,190+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
How the bank responded when they first reported itHow long resolution tookHow clearly they were kept informedWhether they felt believedThe outcome of the caseHow it left them feeling about the bank
Questions it always asks
The core fields every response captures.
Always ask whether they felt believed, separately from the outcome
Ask how the experience left them feeling about the bank
How it adapts
Follow-ups that change based on what people say.
If the case was declined, handle it with extra care and focus on clarity of communication
If they felt disbelieved, ask what specifically gave them that impression
Where it routes people
Different paths for different answers.
Send trust-damaged customers to retention whatever the case outcome
Escalate communication failures to the fraud operations team
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #fraud-ops in Slack when customers report feeling disbelieved
Update the customer record in Salesforce with post-dispute trust level
Create a retention task for any customer whose trust was damaged
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation is deliberately gentle, acknowledging that the topic is stressful. It asks how the bank responded when they first reported it, how long resolution took, how clearly they were kept informed, and whether they felt believed throughout. It stays firmly on the experience rather than the decision, and closes on how the whole thing left them feeling about the bank.
Getting started
- 1
Trigger after the case is closed, whether upheld or declined
- 2
Brief the conversation to stay on experience and never re-adjudicate the case
- 3
Capture whether they felt believed as a distinct measure from the outcome
- 4
Route customers whose trust was damaged to retention regardless of the case outcome
Template Details
- Agent Type
- Evaluator
- Category
- Banking and financial services
- Industry
- Financial Services
- Business outcome
- Improve customer satisfaction
- Job to be done
- Collect customer feedback
- Journey stage
- Feedback & evaluation
- Replaces
- Survey tools
- Integrations
- Salesforce, Slack, Zendesk
- Times Used
- 1,190+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- Case closure codes record the decision and say nothing about how the customer experienced the process, which is what determines whether they stay.
- Standard satisfaction surveys are a poor fit for a stressful event and often feel tone deaf arriving after a distressing experience.
- Nothing in normal reporting captures whether the customer felt believed, which is consistently the strongest predictor of post-dispute loyalty and is independent of the outcome.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation is deliberately gentle, acknowledges that the topic is stressful, and never presses someone who does not want to continue.
- It asks whether they felt believed as a distinct question from whether the case was upheld, which separates process trust from outcome satisfaction.
- It stays firmly on the experience and does not re-open or re-adjudicate the decision, which keeps it safe to run on declined cases as well as upheld ones.
What is fraud dispute experience research?
It is feedback from customers after a fraud or transaction dispute is closed, focused on how the process felt rather than on the decision. It is run on both upheld and declined cases, because the experience of being disbelieved damages the relationship whether or not the money is returned.
FAQ
Frequently Asked Questions
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