Use case: customer billing disputes
Support teams answer billing disputes from knowledge bases that are hard to search, new people lack confidence, and leaders cannot see how cases are actually handled. With Floxar, the dispute procedure is a flow that people and AI agents both run: the agent gathers the facts and applies the refund policy, and the team lead decides the exceptions with the research already done.
The parts involved
| Layer | In this case |
|---|---|
| Channel | The customer's message, by chat, email or phone |
| Agent | A support agent that understands the request and runs the flow |
| Process (Floxar) | The dispute flow: identify, gather billing facts, apply policy, refund or escalate, close |
| Systems | The customer record, billing and payments |
| Rules | The refund policy's limits, checked as code where they are exact |
| Knowledge | The refund policy itself, as a reference linked to the steps that apply it |
| People | Support agents and the team lead |
How a run goes
- The request starts a trail. The agent recognizes a billing dispute and starts the dispute flow for it.
- The agent gathers the facts. Each step asks for one fact, recorded in a field: the account, the charge in question, the payment history, what the customer says went wrong.
- The agent applies the policy. A decision step states the policy's conditions. Disputes that meet them take the refund path, which the agent carries out and records.
- Exceptions go to the team lead. A dispute outside the policy goes to the team lead's queue with the agent's note and every fact already recorded. The lead decides and closes the run with a reason.
- The lead improves the flow. When a case shows a gap, such as a situation the policy does not cover, the lead leaves feedback on the step, and the authors update the flow for the next case.
New team members run the same flow, so they handle disputes the way the team agreed from their first day.
What you get from the record
Trails show leaders how cases are really handled: which paths are taken, how often the policy is applied as written, and which situations keep needing a lead. The AI Assistant answers questions about the procedure from the same flows and references.
For how documentation and procedures fit together, see Floxar, documentation and knowledge.
Last reviewed: 2026-10-06