Grace Akinyi

Personal Banking · SBM-•••450 · Customer for 4 years

SBM-42820

WhatsApp · +254 7XX XXX 670End-to-end encrypted (simulated)

Hi, my card was declined again while I am travelling. I contacted the bank yesterday and was told I would receive an update, but nobody has come back to me.

10:42

Previous case SBM-42815 reopened automatically — repeat contact within 24h.

I am at a hotel in Dubai and need to pay urgently. Please help.

10:43

AI Copilot

Active · grounded in customer data

Customer context

Grace is a Premier Banking customer who has banked with SBM for seven years. He is currently travelling and has contacted the bank twice regarding a declined international card transaction. A promised follow-up is overdue.

Current issue

International debit-card transaction declined in Dubai. The card is active, but an international usage restriction may have been triggered.

AI uncertainty: medium — confirm with Card Operations

Sentiment

Frustrated

−0.6 vs avg

Recommended next actions

1.Confirm customer identity
2.Review the declined transaction
3.Check international card controls
4.Request urgent update from Card Operations
5.Communicate the revised resolution time
6.Schedule a follow-up within 60 minutes

Guided resolution

1. Verify customer

2. Confirm transaction details

3. Check card status

4. Check international usage controls

5. Review fraud alerts

6. Contact Card Operations

7. Confirm resolution timeline

8. Send customer update

9. Add case notes

10. Schedule follow-up

AI safeguards active

Customer ID masked
Outbound messages require approval
Policy citations on every answer
AI cannot move money or change accounts