Bigfoot-IT has developed a payment bot which assists call center agents process credit card payments in a fast-secure manner. The solution is as follows:
There is an automated cloud IVR which is used to collect transaction information without any contact centre agents viewing or hearing any sensitive customer data, but allowing the agent to monitor the payment progress in real-time and enter back into the call with the customer once payment is completed.
The customer enters their payment card numbers on the keypad of their phone, the bot handles this leg of the call, while the agent is put on hold. No sensitive card data is ever stored by the bot or call recordings, providing peace of mind and compliance throughout.