Closing 60-70% of payments inside the chat with an Agentforce AI agent

A FinTech SaaS company that bills a large customer base on a recurring basis.

A customer would arrive in chat ready to pay, and the chat was unable to accept a payment. The chat tool was built to point them somewhere else: into a self-service portal, a knowledge base article, or to trigger an email. The payment often never survived the conversation it started in.

• The chat could not close a payment. Its job was to hand the customer off, to the portal or to a help article, and hope they finished the transaction somewhere the business could not see.
• Every payment that did not get deflected consumed a person. A live agent picked it up and spent 5 to 6 minutes on the transaction, against a queue of 100 to 200 payment queries a day.
• Nobody could confirm the money arrived. Even when a customer paid through a link, the agent had no way to know it cleared without going to another system to check.

The goal: let a customer pay inside the conversation they are already in, and let that conversation end with a confirmed payment.

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Everpeak built an Agentforce "Payment Specialist" agent, live on web chat, that keeps the payment in the thread the customer is already in.

• The agent takes the payment request itself. It recognizes when a customer wants to pay and handles the conversation from the first message, escalating to a person when a request falls outside its scope. It also answers account questions such as payment history, read from the payment provider's records inside Salesforce.
• The amount comes from the invoice record, not from the customer. The agent pulls what is owed from the invoice, then takes the customer to a stored card or a select-card step. Card capture happens on the payment provider's hosted page, so by design no card number is requested or entered in Salesforce. Start to confirmation runs 30 to 50 seconds on a stored card, 60 to 90 seconds when the customer enters card details.
• The confirmation comes back into the same chat. A listener waits for the payment provider to confirm the payment cleared, then posts that confirmation straight into the open conversation. No second system, no callback, nobody checking.
• The paid invoice goes out on its own. On a successful payment the customer is sent the paid invoice automatically. The transaction now completes end to end without ever leaving the thread.

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Most payment requests now start and finish in the same chat, with 60 to 70% of payments handled by Agentforce.

• Agent time moved to the work that needs a person. Payments that used to take 5 to 6 minutes of an agent's attention now complete without one, against a daily queue of 100 to 200 payment queries.
• Fewer payments stall. A customer who arrives ready to pay can actually finish paying, which means less sitting in receivables and fewer balances that are never collected.