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Banking
From the first application to the hundredth question, and every call after.
Agents that know an account from a dispute answer customers on WhatsApp, calls and email, and do the work in your banking systems.
Agent at work: the agent answers a WhatsApp question about a held transfer, then a call about a declined card, checking your systems and rules at each step.
Your rules: the agent’s configuration, built with your team. Balances and terms come from your systems, some decisions stay with your team, and the agent can only do what you permit.
What you see: the Overview shows conversations by hour with evening and salary-day peaks, the top reasons for contact, the four agents and what was handed to your team today. Insights shows quality against your standard and two recommendations.
- A customer asks where yesterday’s transfer is
- The agent checks the transfer and the cut-off time
- Releasing a transfer stays with your operations team
- The case is written to your CRM
- A second customer calls about a declined card
- Limit changes stay with your credit team
- A travel notice set while the credit team decides
- Your rules, set up with your team
- Terms, fees and rates come from your systems
- Some decisions always stay with people
- The agent can only do what you permit
- Peaks late in the evening, highest on salary day
- The top reasons customers get in touch
- Four agents, and what each resolved today
- What reached your team today, and why
- Every conversation scored against your standard
- Where a process keeps causing calls
Every question answered. Nobody asked to start again.
Customers get the same standard of answer at any hour, from your own systems, and your team gets the conversations that need a person, with the history attached.
Salesforce, State of the Connected Customer, 2023
56% of customers often repeat themselves to different people
Salesforce, State of the Connected Customer, 2023
55% feel they deal with separate departments, not one company
Zendesk, CX Trends Report 2025
63% would switch after one bad experience
Works with the systems banking teams run
Don’t see your system?
Most banks run core banking, card and case systems built for them. If yours exposes an interface, the agent can act on it, and we build that connection during implementation.
See every integrationLogos are trademarks of their owners. Their use shows systems our agents can connect to and does not imply partnership or endorsement.
Salary day floods the line. An outage floods it again.
Where banking conversations go wrong
Questions wait for opening hours
A customer whose card is declined at 11pm abroad needs an answer before morning, not a queue when the branch opens.
Transfer questions crowd the queue
Where is my transfer, and why was it held, take the same queue as fraud reports and new applications.
Disputes lose their timelines
A disputed charge reported to the branch, then the call centre, then by email, can miss the scheme’s deadline.
Built around how a bank serves its customers
Three jobs that decide whether customers trust you: answering applications, keeping payments on track, and handling disputes properly.
Hamza Farouk asks at 21:55 about personal finance. The agent checks the product terms and his record, requests his documents, books an appointment with Huda for Sunday at 10:00 and records the application in your CRM. When he asks about approval, the credit decision stays with your credit team and Huda receives a brief.
- A customer asks about finance at 21:55
- Checks the product terms and the customer
- Requests the documents in the conversation
- Books the appointment in Huda’s calendar
- Records the application in your CRM
- Credit decisions stay with your credit team
- Huda gets the brief, not a cold enquiry
Applications and onboarding
Every application question answered while the customer is still deciding
Product and eligibility questions, at any hour
A customer who asks at 10pm about personal finance gets an answer from your product terms, not a form.
Documents checked in the conversation
Salary certificate, ID and statements requested and confirmed, so applications arrive complete.
Appointments booked with the right person
Branch and relationship manager slots come from their calendars, and the case lands in your CRM.
Instalment 14 on Fatima Al Zaabi’s personal finance falls due. The agent checks consent and sending hours, sends a WhatsApp reminder, explains that it can’t arrange a payment break, and she pays by link, so the table shows the account as paid. A hardship request on account 7720 goes to your collections team with a brief, and the week’s totals follow.
- A payment falls due in your system
- Checks consent and sending hours
- The reminder goes out on WhatsApp
- Payment terms decide what the agent can offer
- Paid by link, recorded in your system
- Hardship goes to your collections team
- This week, at a glance
Payments and collections
Customers kept on track, without chasing them
Reminders from the customer’s schedule
Sent before each finance or card payment to customers who’ve opted in, within the hours you set.
Balances explained from your system
What’s due, when, and how it was calculated, read from the account.
Hardship goes to collections
Requests for a payment break or a new arrangement arrive with a brief, for your team to decide.
Ahmed Rahimi reports a charge he doesn’t recognise on card ending 9052, with a screenshot. The agent checks the card, opens dispute DP-20517 with the evidence, blocks the card and orders a replacement. Ten days later he says the refund hasn’t arrived, and the disputes team receives a brief with the full history.
- A customer reports a charge they don’t recognise
- Checks the card and the transaction
- Opens a dispute with the evidence attached
- Blocks the card and orders a replacement
- A follow-up goes to your disputes team
- With the whole history, so nobody starts again
Disputes and cases
Every dispute raised within the scheme’s timelines
Disputes taken at any hour
A customer who spots an unknown charge at midnight reports it then, with the receipt or screenshot.
Cases opened with the evidence attached
Logged against the card in your case system, with the scheme deadline tracked.
Decisions go to your disputes team
With the full history attached, so the customer never starts again.
Your banking agent, at work
Four situations every bank knows, from salary day to the monthly report. Watch what the agent does, and what it hands to your team.
On the 25th at 08:01, three customers message at once: Priya Nair asks for her balance and statement, Saeed Al Ketbi asks whether his salary is in so he can pay his card, and Noura Saleem asks where yesterday’s transfer is. The agent answers each from the account, sends the statement and a payment link, and finds Noura’s transfer held for review after the 14:00 cut-off. Releasing it stays with operations, so it goes to them with a brief, one of five exceptions handed over in order. Only then does the day’s summary appear: 2,460 conversations, 740 transfer questions answered with their status and 5 handed to operations.
Nadine Khoury messages on WhatsApp at 23:40: she has lost her card in Istanbul and needs emergency cash. The agent finds her and verifies her identity first, then blocks the card ending 6238, orders a replacement to the Al Barsha branch for Thursday and sets a travel notice, all in one conversation. Everything lands on her record, she is confirmed on WhatsApp, and her emergency cash request goes to your card team with a brief, for them to decide.
Three customers’ Emirates IDs expire in the next 30 days. The agent checks consent and sending hours: Hamad Al Shamsi has not given consent and is not contacted. Reem Al Nuaimi is sent a secure upload link on WhatsApp within your hours and uploads her renewed ID in the conversation. The document is matched, the CRM is updated, she is confirmed on WhatsApp and moves to Record updated.
The September insights show the top reasons for contact and what was resolved without your team. The agent writes the summary in plain English, finds a recurring cause (transfer questions spike after 14:00, because the app does not show the cut-off) and recommends showing the cut-off time on the transfer screen, then posts it to your leadership channel.
- The 25th, 08:01: three customers at once
- Each answered from the account
- Held transfers go to operations with a brief
- Salary day, summed up
- A card lost abroad at 23:40
- Identity verified first
- Blocked and replaced in one conversation
- Emergency cash stays with your card team
- IDs expiring in the next 30 days
- Consent and hours checked first
- Documents uploaded in the conversation
- Records updated, nothing chased by hand
- The top reasons customers got in touch
- Resolved without your team, by channel
- Written in plain English for your leadership
- The recurring cause, found across conversations
- And the change that would fix it
- Posted to your leadership channel
- Where a process keeps causing calls
Research and innovation
Agents that hold up in real conversations don't come from a model release. They come from sustained research into how an industry works, how its customers behave and what the technology can reliably do. We do that work so your team doesn't have to, and every deployment starts from it.