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Resolve

Ravi's ₹1,499 Broken Order Problem

₹1,499

Refund Blocked by Queue

  • Apologetic Chatbots: Currently, getting a refund means dealing with automated bots that only offer empty apologies and basic scripts.
  • Support Ticket Loops: Users receive a static ticket number followed by days of frustrating, slow email ping-pong.
  • The AI Friction Gap: The entire transaction remains blocked because traditional AI cannot securely execute money movements.

"The moment actual money needs to move, traditional AI support systems fail and hand off the task to a slow, costly human queue."

Critical Experience Gap

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Resolve

BLR HACKATHON '26

Support with Money,�Not Words

The support agent that closes tickets with money, not words.

Resolve listens to problems, verifies caller identity, checks policy, and securely executes actual mid-call refunds.

ElevenLabs (Voice AI)

Freshdesk (Ticketing)

Dodo Payments (SDK + MCP)

LLM Layer

✦ Claude (Orchestrator)

⚡ Groq LLM / Gemini (Alternates)

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Separation of Powers System Architecture

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The agent that talks to the customer can never approve money. The approver never hears the caller.

📞 Customer Interface

Caller Interaction Voice (web widget; telephony next) or chat — same AI brain handles both seamlessly.

🎙️ ElevenLabs AgentSTT · TTS · state-of-the-art turn-taking pipeline operating in Hindi & English.

🧠 Secure Orchestrator

Identity Check 🔐Strict OTP identity verification required before any data is updated.

Resolution AgentPowered by Groq LLM to evaluate logic & context.

Policy-Guard ✋Strictly approves or denies every action outside the call loop.

⚙️ Execution & Safety

Freshdesk 📋Core system of record mapping tickets, customers, and orders.

Dodo Payments 💸Refund executes securely, live and mid-call (real API, test mode).

Human Escalation 🙋Full briefing attached dynamically; agent schedules its own follow-up.

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① Call opens 🎙️

ElevenLabs answers in Hindi/English with customer context pre-warmed.

② Verify 🔐

OTP to registered email, read back mid-call. No identity, no action.

③ Understand 📋

Freshdesk lookup maps ticket, order details, and historical context.

④ Decide 🧠✋

Resolution agent proposes, Policy-Guard approves or denies outside the conversation.

⑤ Act 💸

Refund executes live, mid-call via the Dodo Payments SDK.

⑥ Close ✓

Ticket updated, voice + email confirmation sent from confirmed state.

Escalation Safety Path

Guard says no, or confidence is low → human gets the case with full briefing — the agent knows what it doesn't know.

One call, end to end — the 90-second workflow

Every step is a real system hop. The agent confirms only from returned transaction state — never from intention.

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Resolve

Two Live Calls: Autonomy vs. Handoff

Call 1: Ravi

Outcome: Auto-Refund Approved (~90s)

Ravi reports a broken order for ₹1,499 in Hindi. After OTP verification, the claim matches refund policy. Policy-Guard approves, and the refund instantly fires via the Dodo SDK.

Call 2: Priya

Outcome: Secure Human Handoff

Priya makes an ambiguous claim for ₹18,999. OTP is verified, but low confidence and an over-limit amount trigger Policy-Guard to decline the auto-refund, initiating a graceful human handoff with full briefing.

"That's the difference between an agent and a script"

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Resolve

BLR HACKATHON '26

Direct Live Refunds

Resolve turns messy inputs into trusted, secure business actions using open building blocks, proven live with real-time automated refunds.

The Developers & Architecture

S

Sujeet

Voice Loop & Integrations

11

ElevenLabs

Powering conversational bilingual voice processing loops.

FD

Freshdesk

Serving as the robust system of record for all actions.

DP

Dodo Payments

Facilitating safe, instant SDK-based automated refunds.

CL

Claude / Groq / Gemini

Driving intelligent resolution decisions & policy guarding.

Built for secure, reliable enterprise resolution using best-in-class modular infrastructure.