Financial services · Verification & sensitive interactions
Verified. Resolved.Documented.
Every conversation starts with confirming who is on the line. Every resolution is recorded. Every exception has a named path to a person who is authorised to decide.
“I need to check my balance before a transfer goes out today.”
AI collects → human resolves
Working…
- “I need to check my balance before a transfer goes out today.”
- “Why was my card payment declined at the pharmacy?”
- “Someone made three purchases in another country. That wasn't me.”
- “What documents do I need to open a joint account?”
- “Can I move my payment date to the 28th?”
- “I want to complain. I have been passed around for two weeks.”
- “My statement shows a fee I don't recognise.”
- “I've been asked to upload proof of address. Where do I do that?”
What creates volume
- Active accounts
- Statement & billing cycles
- Card and payment events
- Onboarding & KYC refresh
- Fraud alerts & regulatory notices
Operating workflow
Nothing about an account is discussed until the person is verified.
How a routine account contact moves through a controlled operation — structured verification first, automation for status and documents, people for every decision.
Trigger
Client: "I need to check my balance before a transfer goes out today."
Verification failed
- Step-up challenge→
- Still unverified→
- Callback to number on file
Suspected fraud
- Signal→
- Immediate containment→
- Fraud team escalation→
- Client kept informed
- 1
Contact received
Phone · Genesys queue · SLA clock started
- 2
Structured verification
Knowledge factors + OTP · step-up if risk score elevated
- 3
Verification completed and logged
Method, result and timestamp recorded
- 4
Request classified
Balance & pending items · read-only
- 5
Information provided
Balance and pending transfer read back
- 6
Decision required?
Transfer hold, limit change, dispute, complaint
- 7
Authorised agent acts
Within delegated authority · dual control where required
- 8
Interaction documented
Disposition, notes and recording linked to the account
Resource allocation
Where AI adds speed. Where people add judgment.
AI opportunities
- Initial verification steps
- Balance and transaction status (post-verification)
- Hours, locations and contact routing
- Document requirements and upload links
- Application and claim status
- Statement and fee explanations
- Appointment scheduling with advisers
- Proactive notifications and reminders
Human-led interactions
- Any change to an account or limit
- Disputes and chargebacks
- Fraud reports and containment
- Complaints
- Vulnerable clients
- Hardship and collections conversations
- Product advice and suitability
- Bereavement and power of attorney
Where service meets the business
A verified, documented resolution is the cheapest one.
Where structure changes the outcome of a sensitive interaction.
- 01
Unrecognised transaction reported
- 02
Verification completed in 40 seconds
- 03
Card frozen and case opened on the same call
- 04
Loss contained · client retained · file audit-ready
Figures are illustrative. Outcomes depend on your products, risk appetite and regulatory obligations. No automated step makes an account decision.
When volume spikes
Volume follows the calendar. Service level shouldn't.
Contacts per day across a month. Statement and payment dates drive predictable peaks; AI handles status, documents and initial verification so staffed positions hold the SLA on the busiest days.
Statement day and payment due dates lift contacts 2×. Most of the lift is balance, fee and document status — answered after verification without a queue.
What we report
The KPIs that matter to a financial services operation.
Response Time
38 sec
−54%
Verification Completion
96%
+7 pt
First-Contact Resolution
79%
+11 pt
Escalation Rate
12%
−4 pt
Service-Level Compliance
91% in 60s
+16 pt
Fraud Containment Time
4 min
Complaint Acknowledgment
100% within SLA
QA Score
94 / 100
+6
Systems we work inside
- Salesforce Financial Services Cloud
- Genesys
- NICE
- Twilio
- Jumio
- Onfido
- Zendesk
- Core banking / CRM via secure API
We operate in your systems, not beside them. Every interaction is logged, tagged and visible where your team already works.
How the operation is structured
01Verification layer
Structured identity checks — knowledge factors, OTP, document step-up — completed and logged before any account information is shared.
02AI service line
Post-verification status, fee explanations, document requests and scheduling on chat, email and SMS. Read-only. No account decisions.
03Authorised agents
Account changes, disputes, complaints and hardship handled within delegated authority, with dual control where your policy requires it.
04Fraud & escalation path
Immediate containment on the call, structured hand-off to your fraud team, client kept informed in writing.
05QA, compliance & reporting
Every interaction recorded, dispositioned and scored. SLA, verification and complaint metrics reported daily.
Financial services calculator
What does a verified, SLA-bound service operation require?
Your account base, contact rate, verification share and the service level you hold yourself to — sized into a controlled operation before you talk to anyone.
Other industries
Evaluate your customer-service operation.
See what your current model costs, what a managed Human + AI operation would look like, and where the gaps are — before you talk to anyone.