Make the exception calls the bot can't

Module 2: The tasks that stay human

Course outline

Quick check

Guess first, no penalty. A customer asks for a refund 10 days outside the window. Their account email was changed yesterday, and they want the money sent to a different card from the one they paid with. What do you do?

Approve it, since 10 days is close enough and the customer sounds polite.Refuse and close the ticket, because it is outside policy.Follow your security process for a possible account takeover before you look at the refund at all.Ask the bot to check whether the request is fraud.

Policy is written for the normal case. A bot follows it word for word, which is right most of the time and badly wrong some of the time.

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