ATM Rescue Loop
Photo of a failed ATM in; money back, machine fixed, confirmed by voice.
The job
Closes every ATM fault and cash dispute, from the customer's first photo to confirmed money back and a working machine, within the regulator's dispute deadline. Holds the machine vendor to its SLA.
The moment
Three customers report the same broken cash machine within 20 minutes.
The third is told on WhatsApp that the bank already knows, a technician is on the way, and the $1,500 will be back by 6 pm.
At 17:40 the voice agent confirms with the customer that the money has arrived. The machine's tile on the wall screen turns from red to green.
The vendor's repair clock stops at 3 hours 12 minutes of the 4 allowed, and the result is logged against the vendor.
What it does
- Notify the customer at each step
- Send the vendor work order
- Voice-verify the fix and the refund
- Reconcile the electronic journal
- Reverse the debit
- Update the case
What you see
Closed-loop Machine Board plus a grey-by-default hex wall with vendor SLA countdowns; a page per case and per machine; customer tracker on the help portal
What it moves
The share of ATM disputes closed within the regulator's deadline of 5 business days, the median hours from report to money back, and the dollars still waiting to be returned.
Built for
- CX leaders & VoC
- Branch, store & field managers
