Jack is a tech savvy professional and always on the go. He values convenience and speed in his financial provider and conducts most of his banking via digital channels.
As part of his morning routine, Jack catches up on daily news feeds and interacts with his digital bot to obtain his checking account balance and last five transactions.
As the bot lists his last five transactions, he believes that a debit card transaction at Target has posted for the wrong amount. He retrieves the receipt and confirms the transaction was applied in the wrong amount.
On Jack's commute to work, he uses his mobile phone to sign in to his online banking account. He pulls up his list of transactions and, once again, sees the erroneous Target charge.
He selects the Target POS record to dispute the transaction. He enters in the requested information and attaches proof by scanning the receipt with his mobile phone.
Jack's financial institution receives his dispute request. Using Robotic Process Automation (RPA), the bot sends an immediate text to Jack to let him know that his request has been received and will be resolved within ten business days.
Five days later, Jack receives an email notification from his financial institution stating that his dispute has been resolved and an adjustment has been made to his account. The email thanks him for being a valued customer and invites him to take a quick survey regarding his experience.