Decision Replay Viewer

Timeline

1. Customer

   Initiated UPI ₹4,72,400 → VRN Textiles

   11:42:03
2. NPCI

   Returned Z9 — Insufficient balance at beneficiary

   11:42:04
3. Customer

   Inbound voice call to IVR

   11:43:18
4. AI · Auth

   Voice-biometric match · session bound

   11:43:20
   confidence 98%
5. AI · Intent

   Classified: failed-transaction-help

   11:43:24
   confidence 94%
6. AI · Lookup

   Fetched txn 9876 · NPCI Z9 confirmed

   11:43:27
   confidence 99%
7. AI · Policy

   SME-segment retention rule triggered

   11:43:31
   confidence 91%
8. AI · Decision

   Escalate · sentiment negative · high value

   11:43:33
   confidence 88%
9. Handoff

   Context packaged → CSE Neha Reddy

   11:43:34
10. CSE

    Picked up · approved IMPS fallback retry

    11:43:41
11. Co-Pilot

    Drafted CRM entry · awaiting approval

    11:43:58
    confidence 93%
12. CSE

    Approved CRM draft · case closed

    11:44:12