81% of card services requests resolved self-service — block, PIN and dispute automation
Card-related calls — lost-card block, PIN reset, transaction disputes, fee waivers and activation — were one of the credit union's highest-volume, highest-friction contact drivers. pronix.ai built a secure self-service experience on Kore.ai Agent Platform that resolved 81% of these requests without a human.
- Client
- Top-20 US credit union, 2.8M members
- Industry
- Financial Services
- Platform
- Kore.ai Agent Platform · Amazon Connect · Fiserv · Salesforce Financial Services Cloud
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Card services calls spiked after fraud events and travel season, with members waiting on hold for simple requests like a temporary block or PIN reset. Agents handled the same repetitive tasks repeatedly, and dispute intake required manual case creation.
Our approach
Secure member authentication
Voice biometrics plus one-time passcode over SMS, with PII masking and strict session timeouts on every card action.
Card processor integration
Real-time, idempotent tools into Fiserv for temporary block, unlock, replacement ordering, PIN reset and transaction lookup.
Dispute intake with HITL
The agent collected dispute details, pulled transaction evidence and pre-built the case in Salesforce Financial Services Cloud — a human confirmed before submission.
Proactive travel and fraud alerts
Members could confirm travel plans and review flagged transactions in the same voice or chat session, deflecting follow-up calls.
Fee-waiver policy guardrails
Fee waivers were evaluated against the member's relationship value and policy rules, with supervisor approval on exceptions.
“Members can block a card at 2am after seeing a suspicious charge. That is the kind of trust that keeps relationships.”
Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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