Let customers report fraud and disputes instantly. NIVA captures structured details, triggers the right workflow by type, and escalates urgent cases with full context.
Customers reporting suspected fraud or disputing a transaction face phone queues at a stressful moment, and intake details arrive inconsistently, slowing investigation.
A fraud-and-disputes persona captures structured report details (transaction, amount, date, reason) via Smart Forms, branches by case type, and fires a webhook to the fraud or disputes workflow, escalating urgent cases immediately with a full context summary. Interactions are logged for the audit trail. Decisioning stays in the connected system; the bot handles structured intake and routing.
Real differences your team will feel from day one — not theoretical benchmarks.
| Area | Before NIVA | With NIVA |
|---|---|---|
| Reporting speed | Phone queues | Instant self-service |
| Intake quality | Inconsistent | Structured |
| Urgent cases | Wait in queue | Escalated with context |
| Audit record | Manual notes | Logged automatically |
This works in two directions. As a public-facing agent it engages prospects and customers directly on your website or app; as an internal tool it answers staff questions and runs intake against internal systems. The same engines power both, and which direction you deploy depends only on which knowledge sources and systems you connect. Many finance & banking operators start public-facing for the traffic and conversion upside, then reuse the same build internally.
In practical terms, the shift looks like this: on reporting speed, you move from phone queues to instant self-service; on intake quality, you move from inconsistent to structured; on urgent cases, you move from wait in queue to escalated with context; on audit record, you move from manual notes to logged automatically. Each of these is a direct consequence of moving the interaction from a manual, human-gated channel to an always-available conversational one that still escalates to a person when the situation genuinely needs it.
Implementation reality: the conversational layer, routing, data capture, and system handoff are all within NIVA's documented no-code capabilities. Where this use case reads or writes live data, it assumes the relevant API or webhook endpoint exists on your side; that integration is the one piece worth scoping before launch. Start with the knowledge base and flow, then layer in live API calls once the core experience is proven.
No developers. No long setup. NIVA gives you every engine shown on this page — persona routing, flow automation, smart forms, and webhooks — as a ready-to-configure platform.