Customer Refund & Returns Agent

The ServiceNow Returns & Refunds AI Agent is an enterprise-grade automation system designed to revolutionize retail returns management through intelligent process orchestration and fraud prevention. The system operates as an autonomous returns processor, leveraging advanced LLM-based natural language processing and computer vision to handle the complete returns lifecycle from initiation to final disposition.

The system architecture encompasses multiple integrated components:
1. Multi-Channel Input Layer:
  - Chat-based interfaces
  - IVR integration
  - QR code scanning
  - Email parsing systems

2. Processing Layer:
  - Return eligibility validation
  - Fraud detection engine
  - Policy enforcement module
  - Shipping coordination system
  - Payment processing integration

3. Integration Layer:
  - Order management systems
  - Customer service platforms
  - Product catalogs
  - Shipping and logistics systems
  - Payment processing systems

4. Security and Compliance Layer:
  - Role-based access controls
  - Audit trail tracking
  - Privacy controls
  - Consumer protection compliance

The workflow follows this pattern:
1. Customer initiates return through preferred channel
2. Agent validates return eligibility and authenticity
3. Automated fraud detection analysis
4. Dynamic policy enforcement based on product category
5. Return label generation and shipping coordination
6. Refund processing and customer communication

- 40-60% improvement in returns processing efficiency
- 70% reduction in manual verification tasks
- 25-35% decrease in return fraud rates
- 89% accuracy in request routing
- Up to 40% reduction in processing costs
- Consistent policy application across channels
- Enhanced customer experience through automated status updates
- Real-time fraud pattern detection
- Improved inventory management through predictive analytics
- Scalable returns processing for high-volume retail environments
- Reduced operational overhead
- Standardized processing across all return channels

The system represents a significant advancement in retail automation, addressing the $816 billion annual cost of returns while maintaining robust fraud prevention measures and enhancing customer experience.