Billing Dispute Resolution demo

What the demo shows

A workflow solution for complaint teams that takes billing disputes to a documented decision.

Each dispute is drawn as a balance: the customer's claims on one side, the utility's evidence on the other, each item weighed 1 to 5 by a written rule. Agents build the file, find what is missing (a reader's photo uploaded late and never linked), re-weigh, rebill and check how the ombudsman decided similar disputes. The scale tips, the decision and its credit are proposed, and the letter cites every item on it. The handler decides and signs; the disputed amount stays on hold throughout.

Transcript

1. 0:00Billing Dispute Resolution takes every disputed bill to a documented decision for utility complaint teams.
2. 0:10Each dispute has 40 days to an answer with the disputed amount on hold.
3. 0:17Ayesha's bill is drawn as a balance, each item weighed by a rule.
4. 0:22Today it leans to Lumina.
5. 0:25The agents look for missing evidence and find the meter reader's photo uploaded late and never linked.
6. 0:32It shows a zero where the reading says nine, so it goes on Ayesha's side.
7. 0:40The scale tips her way, a credit of 486 dirhams.
8. 0:47The ombudsman sided with customers in six of seven similar cases, and the letter cites every item.
9. 0:56Layla signs on day 36.
10. 0:58The credit posts and meter operations hears about the handheld.
11. 1:02Built on Botminds: agents, data, screens, and governance on one platform.

Transcribed from the film’s narration. Captions are on the player.