Date	Topic	Details	POD	Effective Date
June 18, 2024	AI bot for MCC	Bot will now predict the 4 possible [nearest] MCCs based on the merchant's BMC. Agents can make use of this incases where merchant doesnt' have a website/ has a unique business usecase	Pre Onboarding	June 18, 2024
June 18, 2024	Call scripts for the live chat agents	if agents aren’t aware of the answer they will transfer the call - For this specific query, I'll need to involve a specialized team to ensure you get the best assistance. I'll forward it to them right away. Thank you for your understanding and patience. When agents outcall from a chat queue to the MX, can the agent say why do we want to call - To help explain the next steps or actions more clearly, would it be okay if I give you a call? This way, I can ensure all your questions are answered thoroughly. Please let me know if this works for you. Thank you!	Live chat	June 18, 2024
June 20, 2024	Omni channel onboarding module	SOP: Link	Pre Onboarding	June 20, 2024
June 20, 2024	Closing and Survey Script recommendations : CTC / CHAT / EMAILS	CHAT AND CTC : Thank you for reaching out to us. After this call, you'll receive a short survey. Please take a moment to share your valuable feedback to help us improve our service. Thank you for choosing Razorpay. Have a great day! Ticket: Dear Partner, Thank you for reaching out to us. We are pleased to inform you that your issue has been resolved. To help us continue improving our service, we kindly request you to take a moment and share your feedback by completing a short survey. Wishing you a great day ahead ! Regards, Agent's Name | CS Team The future of payments is here at Razorpay, Stay Safe.	All PODS	June 20, 2024
June 20, 2024	Update on the Business Name to be mentioned on website	Updated process : Agent is not required to raise NC for business name to be updated with suffix like Pvt Ltd, LLP, etc on the website as long as the business name matches the Name on PAN and Business proof.	Pre Onboarding	June 20, 2024
June 20, 2024	Canned responses - Freshdesk	Mutplie canned responses on FD are being updated on a daily basis. Agents to follow the canned responses as per FD	All PODS	June 20, 2024
June 20, 2024	Process for blacklisting of customers	SOP: Link	Customer support	June 20, 2024