Air India hands a type of refund request to an AI agent

How to do it yourself

Our suggested steps. The company didn't publish theirs.

1. 1

   Write the refund policy as clear rules (eligible cases, amounts, time limits).

2. 2

   Tag past refund tickets and pick the simplest category to automate first.

3. 3

   Set up an AI agent in your help desk (or n8n flow) using the prompt below.

4. 4

   It drafts the decision and reply; a human approves for the first 100 tickets.

5. 5

   Then auto-approve that category below a $ threshold and audit weekly.

The instructions to give the AI

Paste this into ChatGPT (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.

This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.

You handle refund requests for [business]. Policy:
[paste rules]
For this ticket: 1) identify order/booking and reason, 2) check eligibility against each rule, 3) calculate the refund amount, 4) decide: APPROVE (under $[limit]), REJECT (quote the rule), or HUMAN, 5) draft the customer reply under 100 words.
Ticket:
[paste]

What you should get back: "Booking #5521 — eligible for full refund (cancelled 48h+ before). Reply drafted, refund $420."

Written by Quickly and Good, inspired by this case.