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NewPazau Agent 3 is here: Procedures that test themselves before they go live
Financial services

Card disputes and servicing, with every clock kept.

Pazau Agent takes dispute intake, blocks compromised cards, follows up on KYC and services accounts end-to-end, on voice and digital. Reg E deadlines, PCI scope and approved language are enforced by the platform, not by memory.

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PCI DSS · SAQ-D for VoiceReg E & Reg Z timelinesUDAAP-safe languageExam-ready traces
Card services line · Call #1,044,392
Voice · EN
There's a $412.18 charge from ELECTROMART I didn't make. I think my card's been compromised.
Pazau Agent
I've blocked the card ending 4417 and ordered a replacement. I've opened a dispute for the $412.18 charge. You'll see a provisional credit within 10 business days while we investigate, and we'll write to you with the outcome.
Dispute DSP-20931 · Reg E
$412.18 · credit by Oct 9
Opened
Trace7 steps · exportable
  1. Guard · PCICard no. via DTMF · recording paused · PAN never in transcript
  2. Action · verify_memberOTP to device on file + account KBA · passed
  3. Procedure matchedUnauthorized debit transaction → Reg E dispute (v31)
  4. Action · block_cardCard ••4417 blocked · reissue ordered · Fiserv
  5. Action · open_disputeReg E · error notice logged 14:02 PT · day 0
  6. Rule appliedProvisional credit due in 10 business days → Oct 9
  7. ResolvedNo handoff · 4m 02s · written notice queued
58%
of card dispute intakes completed by AI, at Tandem Credit Union
100%
of Reg E provisional credits issued on time
0
card numbers in transcripts, logs or model prompts
−63%
average hold time on the card line
Top use cases

High-volume, high-stakes conversations, done by the book.

Each Procedure is written and approved by your operations and compliance teams. Actions call your core and card platforms. Nothing happens outside the limits you set.

01

Card dispute intake

58%
of intakes with no human

Unauthorized transactions and merchant disputes, captured completely the first time. Pazau starts the Reg E or Reg Z clock, collects what the investigation needs, and schedules provisional credit.

Procedure · Unauthorized debit → Reg E disputeLive
  1. 1.Verify the member with verify_member. Retrieve the transaction with get_transactions.
  2. 2.If the card may be compromised, block_card first, then reissue_card.
  3. 3.Open with open_dispute. Record the notice date: rule: Reg E 10-business-day credit.
  4. 4.Never say the dispute will be approved. Use script: approved dispute language.
Actionsverify_memberget_transactionsblock_cardopen_disputeschedule_provisional_credit
02

Lost, stolen and card controls

92%
resolved on first contact

Block, reissue, travel notices, limits and digital wallet questions, around the clock. The calls that can't wait until morning are the ones Pazau handles best.

Procedure · Lost or stolen cardLive
  1. 1.Block immediately with block_card after identity is verified.
  2. 2.Review the last 72 hours with get_transactions. Offer a dispute for any unrecognized charge.
  3. 3.Reissue with reissue_card. Expedited shipping for members over 65 or traveling.
Actionsblock_cardreissue_cardset_travel_noticeupdate_limits
03

KYC and account-opening follow-up

+19%
application completion rate

Applications stall on a missing document. Pazau explains exactly what's needed, collects it securely, and hands the file back to your BSA team. It never waives a CIP requirement.

Procedure · Pending application → Collect documentsLive
  1. 1.Read outstanding items with get_application_status.
  2. 2.Request documents through send_secure_upload. Never accept IDs over chat.
  3. 3.OFAC or fraud flags → handoff: BSA team, no explanation given to applicant.
Actionsget_application_statussend_secure_uploadcreate_task
04

Fee reversals and courtesy credits

100%
of decisions with a reason code

Consistent, fair decisions on overdraft and late fees, applied the same way for every member and fully explainable to an examiner.

Procedure · Fee reversal requestLive
  1. 1.Check fee history with get_fee_history.
  2. 2.First fee in 12 months → reverse with reverse_fee. Second → approval: member services lead.
  3. 3.Log the reason code on every decision for fair-lending review.
Actionsget_fee_historyreverse_fee
05

Loan and payment servicing

66%
of servicing calls resolved

Payoff quotes, due-date changes, autopay setup and payment arrangements. Hardship requests route to trained staff with the conversation summarized.

Procedure · Payment servicingLive
  1. 1.Payoff quote with get_payoff. Autopay with setup_autopay.
  2. 2.Card payments captured by DTMF with take_payment PCI: recording paused.
  3. 3.Hardship, bankruptcy or deceased member → handoff: specialist queue.
Actionsget_payoffsetup_autopaytake_paymentchange_due_date
06

Fraud alert verification

3 min
median time to release a false positive

Outbound calls and texts to confirm suspicious transactions. Pazau verifies the member, confirms or disputes the charge, and unblocks the card in the same conversation.

Procedure · Fraud alert → ConfirmLive
  1. 1.Outbound only from the member's number on file. Never ask for a PIN or full card number.
  2. 2.Member confirms → release_hold. Denies → block_card and open_dispute.
Actionsrelease_holdblock_cardopen_dispute
Compliance

Controls your examiners can read.

Financial institutions buy Pazau because every decision is explainable, every clock is tracked, and card data never enters the AI path.

Pazau Guard · Card services policy log
  • RedactedPAN captured by DTMF · never transcribed
  • ClockReg E notice day 7 · provisional credit due in 3 business days
  • BlockedDraft said “your refund is approved” → replaced with approved language
  • ApprovedSecond fee reversal $35 · approved by member services lead
  • HeldOFAC potential match → BSA team, no reason disclosed
PCI DSS

Card data never reaches a model

Pazau is PCI DSS compliant, with SAQ-D coverage for Voice payments. DTMF capture, automatic recording pause and tokenization keep PANs out of transcripts, logs and prompts.

Reg E · Reg Z

Dispute timelines enforced

The error notice date starts the clock. Provisional credit, investigation and written-notice deadlines are tracked per dispute, with alerts before anything is late.

UDAAP

Approved language only

Scripts from your compliance team are enforced as guardrails. Pazau can't promise outcomes, discourage a dispute or describe products outside approved disclosures.

FFIEC

Third-party risk ready

SOC 2 Type II, ISO 27001 and ISO 42001 reports, annual penetration tests, business continuity plans and a 99.95% SLA on Enterprise. Built for FFIEC-minded vendor reviews.

KYC · BSA

Identity without shortcuts

Step-up verification on every sensitive Action. CIP requirements can't be waived by the AI, and OFAC or fraud flags go straight to your BSA team.

GLBA

Privacy and exam readiness

GLBA Safeguards-aligned controls, no training on your data, and trace exports by member, date or Procedure version for NCUA, OCC or state examiners.

Visit the Trust CenterRead our AI Addendum
Integrations

Connects to your core, card platform and contact center.

Prebuilt Actions for the major cores and card processors, plus secure connectivity to on-premises systems through our private link agent.

Browse all integrations
Core banking
FISFiservJack HenryTemenosCorelation
Cards & payments
Fiserv card servicesFIS card processingMarqetaVisaMastercard
Identity & fraud
AlloySocurePindropOkta
CRM & contact center
Salesforce Financial Services CloudGenesysNICETwilio
Customer story

Tandem Credit Union moved card disputes to voice.

310,000 members, one card line, and every Reg E clock kept.

All customer stories
∞Tandem Credit Union
“Our members call about a charge they don't recognize, and they're scared. Now they get a calm, correct answer in the first minute, and our examiners get a trace for every call.”
JO
Janelle Ortiz
SVP Member Experience, Tandem Credit Union
58%
of card dispute intakes completed by AI
100%
of Reg E provisional credits issued on time
−63%
average hold time on the card line
Read the Tandem Credit Union story
FAQ

Questions we hear in every evaluation.

Is Pazau Voice in PCI scope?+
Pazau is PCI DSS compliant with SAQ-D coverage for Voice payments. Card numbers are captured by DTMF with recording paused, so they never appear in transcripts or reach a model. That keeps your own scope small.
How are Reg E deadlines tracked?+
When a member reports an error, Pazau records the notice date and computes provisional credit, investigation and notice deadlines. Your dispute team sees them in Pazau Inbox with alerts before they're due.
Can the AI approve a dispute?+
No. Pazau takes intake, blocks cards, schedules provisional credit per your policy and collects evidence. Final dispute decisions stay with your team.
What will our examiners see?+
Immutable traces for every conversation: identity checks, Procedure version, data accessed, Actions taken and the language used. Export them by member, date range or Procedure.
Do you support on-premises cores?+
Yes. Our private link agent runs in your network and exposes only the Actions you approve, over mutual TLS.

See what your team could resolve.

Bring 1,000 of your real conversations. We'll show you, in a 30-minute call, how many Pazau Agent resolves end-to-end.

Book a demoSee pricing