# SDA / SRS CSR AI — Human-Gated Customer Support

**Film:** 2:16 public demonstration
**Source:** Real call audio, condensed for runtime
**Participant roles:** Ryan Zimmerman; SDA / SRS CSR AI; automated call-recording app; TurboTax IVR
**Disclosure:** TurboTax is a registered trademark of Intuit Inc. SDA and SRS are not affiliated with or endorsed by Intuit.

## What the recording demonstrates

The SDA / SRS CSR AI prepares a customer for a support call, leaves phone control and identity
verification with the human, waits for a human cue before speaking, presents a concise issue brief,
and converts a closed support line into a concrete callback plan.

Three voices share the line. The automated call-recording app opens the call with its standard
notice. Ryan holds the gate — his cue is a single word, “Representative.” On that cue the AI joins,
introduces itself as joining with his permission, and presents the case.

## Transcript

**SDA / SRS CSR AI:** Hi Ryan, I'm the AI support assistant for the TurboTax payment issue. On your
phone, tap Add Call. Dial 800-446-8848. Complete the menu and any identity checks yourself. Then tap
Merge Calls. Say “merged” when the TurboTax representative is with us.

**Call recording app:** This call will be recorded.

**SDA / SRS CSR AI:** Recording is fine on my end. I'll stick to the payment error and resolution.
When the representative is on the line, say “merged,” so I can introduce myself and the issue.

**TurboTax IVR:** Welcome to Intuit. For TurboTax, press 1. For assistance with TurboTax for the
U.S., press 1.

**SDA / SRS CSR AI:** Yes, I'm here. I'm staying quiet. I won't move through the menu or any identity
verification. When a representative joins, say “merged.”

**Ryan:** Representative.

**SDA / SRS CSR AI:** Hello, I'm an AI assistant joining Ryan with his permission. Ryan is here and
will handle identity verification. I'm helping explain a TurboTax Online payment error and capture
the resolution. After Ryan selects Confirmed Payment for his 2024 amended return, he sees: “Payment
error. Whoops, we hit a snag loading your data.” “Please try again.” It happened with two different
valid cards, and he never received a successful confirmation. Please investigate the account, order,
and payment state and explain exactly what...

**TurboTax IVR:** I found information in our Community page that may help you with questions about
orders or purchasing. Would you like me to text this to you? It looks like you need to speak with a
specialist at this point. Unfortunately, TurboTax customer support is closed. We're open Monday
through Friday, 5 a.m. to 5 p.m. Pacific. We're also closed on major holidays. You can find answers
24/7 at TurboTax.com. Thank you for calling TurboTax. Have a great day.

**SDA / SRS CSR AI:** Let's wrap this up cleanly and focus on what you can do next. Live support is
closed, so they can't inspect the account or payment state right now. The next step is to call back
Monday through Friday, between 5 a.m. and 5 p.m. Pacific, so a specialist can check the order and
payment status and give a concrete fix. How can I help you plan what to ask them when you call?

## The outcome

Live support was closed — no specialist reached on this call. That real outcome is the point: the
AI captured the constraint, the callback window, and the specialist’s job, then turned a closed line
into a prepared next attempt. Captions label each voice as it speaks; the call audio is the primary
record.