R.I.N.A.answers the call.
R.I.N.A. — Resolution & Intelligent Network Assistant — runs the resolution work behind high-volume customer inquiries across every channel. Validating every request against internal systems before responding. With 95%+ auto-resolution and full context on every handoff.
The work behind
every resolution.
Different categories raise different requests — a payment query, a benefits question, a legal notice, a facilities issue. R.I.N.A. runs the same process on every one of them. Same discipline, every channel, every time.
Omnichannel Intake
Receives requests from chat, email, web forms, and every other support channel as one continuous, prioritised queue — no channel creates a separate silo.
System & Data Validation
Checks every request against internal systems, CRM records, and approved knowledge bases before taking action — so every response is grounded in verified data, not assumptions.
Compliant Resolution
Resolves routine inquiries directly using only approved knowledge and pre-cleared messaging — consistently, compliantly, and at a volume no human team could sustain.
Context-Rich Escalation
Complex or regulated cases move to a specialist with the full inquiry history, validation results, and attempted resolution attached — so they can pick up without starting over.
The path every inquiry takes.
R.I.N.A. moves every request through the same four stages — intake, validate, resolve, escalate — regardless of which channel it arrived on or which service it belongs to.
Intake
A request arrives from chat, email, or another channel and enters R.I.N.A.’s unified queue.
Validation
R.I.N.A. checks the request against internal systems, CRM data, and approved knowledge — before acting on anything.
Resolution
Routine requests are resolved directly with a compliant, consistent response — no queue, no delay.
Escalation
Complex or regulated cases move to a specialist, with the full inquiry history and context attached.
One resolution process.
Across every category.
R.I.N.A. doesn’t belong to one solution — it runs as the resolution layer inside five of XBP’s service areas. Select a solution to see exactly what it handles inside.
R.I.N.A. resolves payment queries, dispute inquiries, and account service requests — before they reach a specialist.
Inside Banking & Payments, R.I.N.A. handles the volume of inbound customer inquiries that would otherwise flood the service desk — payment status, dispute intake, account queries, and transaction verification. Validated against core banking systems before every response.
Explore Banking & Payments →Payment Status & Trace
Resolves inbound payment status inquiries by validating against core banking records — no manual lookup required.
Dispute & Chargeback Intake
Captures dispute details, validates against transaction records, and routes with full context to the disputes team.
Account Service Queries
Handles balance, limit, and account status inquiries using CRM and core banking data — compliantly and instantly.
Regulatory Escalation
Flags and routes inquiries with compliance or regulatory implications — with full context and audit trail — to the appropriate specialist.
R.I.N.A. resolves supplier and vendor inquiries, and handles AP and AR service requests at volume.
Inside Finance & Accounting, R.I.N.A. handles the inquiry load that sits alongside A.L.E.X.’s close work — supplier payment queries, invoice status requests, and vendor onboarding questions — validated against ERP and AP systems before responding.
Explore Finance & Accounting →Supplier Payment Status
Resolves inbound supplier queries on payment status, remittance, and invoice clearance — validated against AP records.
Invoice & PO Query Resolution
Handles invoice matching queries and purchase order status requests using validated ERP data.
Vendor Onboarding Queries
Responds to vendor setup and onboarding questions against approved process knowledge — consistently and compliantly.
Dispute & Deduction Intake
Captures vendor dispute and deduction claims with full context and routes them to the AR specialist queue.
R.I.N.A. manages inbound legal correspondence intake and routes every notice to the right specialist.
Inside Legal Administration, R.I.N.A. handles the intake and triage of inbound legal correspondence — settlement inquiries, data breach notifications, and regulatory notices — validated and routed with full context before a legal specialist ever touches them.
Explore Legal Administration →Legal Notice Intake & Triage
Receives and classifies inbound legal correspondence — subpoenas, regulatory notices, claimant inquiries — and routes each to the right queue.
Settlement Inquiry Handling
Responds to claimant status and eligibility inquiries against validated matter records — compliantly, at volume.
Data Breach Correspondence
Manages inbound correspondence from affected individuals in a data breach event — consistently and within regulatory response timelines.
Regulated Escalation
Routes any inquiry requiring legal judgement or regulatory exposure to the specialist queue with full intake context.
R.I.N.A. handles facilities, reception, and workplace service requests — so your front-of-house team focuses on people, not admin.
Inside Workplace Experience, R.I.N.A. resolves the high-volume service requests that flow into facilities and workplace teams — room bookings, visitor management, maintenance requests, and print services — consistently and without a queue building up.
Explore Workplace Experience →Facilities Request Resolution
Handles maintenance, facilities, and building services requests — triage, routing, and status updates without manual intervention.
Room & Resource Booking
Manages meeting room, hot desk, and resource booking requests against real-time availability.
Visitor Management Queries
Responds to visitor pre-registration queries, access requests, and host notifications — consistently and at the front desk volume.
Print & Document Services
Routes managed print service requests, supply queries, and device support requests to the right team with full context.
What changes for
support operations.
Tier-1 and Tier-2 handling time drops across every category.
Routine inquiry resolution no longer depends on team capacity. R.I.N.A. handles the volume, so specialists work the cases that actually need them — in any service area it supports.
Every channel gives the same answer.
Whether a request comes in on chat, email, or a web form, R.I.N.A. applies the same validated, approved response. Inconsistency across channels disappears.
Volume growth no longer means headcount growth.
R.I.N.A. scales with inquiry volume without proportional staffing increases. Seasonal peaks, programme launches, and growth events don’t create a backlog.
Compliance and traceability are built in, not bolted on.
Every inquiry R.I.N.A. handles is validated, logged, and traceable. Complex cases escalate with full context. Regulated industries get an audit trail without extra process overhead.
Validated, resolved, and
always consistent.
R.I.N.A. handles every inquiry the same way — regardless of which channel it arrived on or which service it belongs to — with 95%+ auto-resolution and every escalation fully contextualised.
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