Payment questions, at bill-cycle scale, for thousands of billers
Money is on the line in every ticket
Payment posting, refunds, autopay, and reconciliation questions have to be answered correctly the first time. A confident wrong answer about a payment is worse than no answer.
Many billers, many configurations
Each utility or municipality configures the platform differently, so the right answer depends on product, integration, and biller setup, not just a generic help article.
Bill-cycle peaks
Volume concentrates around due dates across thousands of billers, which makes staffing to the peak expensive and staffing to the average slow.
Consistency across a large desk
With dozens of agents handling threads, keeping answers and tone consistent requires quality review that manual sampling cannot cover.
Grounded AI inside Salesforce and self-service chat
Grounded answers on every case
As cases arrive in Salesforce, IrisAgent drafts an answer from InvoiceCloud's own knowledge base and resolved cases, with sources, so agents start from a verified answer instead of a blank reply.
Self-service chat that knows when to stop
IrisGPT answers biller and payer questions directly from verified content. When the knowledge does not support an answer, it hands off instead of improvising.
AutoQA across support conversations
AutoQA grades agent conversations against InvoiceCloud's own quality rubric, so coaching is based on real threads rather than a small hand-picked sample.
What changed
86% of chat questions answered from verified knowledge
Self-service chat questions were answered from InvoiceCloud content 86% of the time. The rest were handed to people rather than guessed.
83% of support cases arrive with a grounded answer
83% of cases had a source-backed AI answer ready for the agent, which cuts research time on the repetitive payment and configuration questions.
Bill-cycle volume absorbed without adding headcount
Month after month, the same team handles steady case and chat volume, with AI taking the first pass on the repetitive questions.
Why billing and payments platforms choose IrisAgent
- Grounded, not guessed. Every answer traces to the platform's own documentation and resolved cases, which is what makes AI safe for payment questions.
- Works on the desk you already run. IrisAgent layers onto Salesforce, Zendesk, and other helpdesks with no migration.
- Built for platforms that serve many customers. Answers account for product and configuration differences across the billers on your platform.