AI phone agents for financial services

The agent checks who is calling, answers balance and transaction questions from your systems, and texts a payment link instead of taking card numbers by voice.

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TRTom Reid0491 570 158 · Today 11:02 am · 2m 31s

Answered

0:54 / 2:31

TranscriptMetricsDetails

Coastal Mutual member line. Can I take your member number?

Reception agent · 0:00

It's 4471 2290.

Caller · 0:05

Thanks, Tom. And your date of birth?

Reception agent · 0:10

The 4th of March, 1986.

Caller · 0:15

You're verified. Your last repayment of A$412 cleared on Monday, and the next is due on the 30th.

Reception agent · 0:20

Can you text me that?

Caller · 0:25

I've sent it to the mobile on your account.

Reception agent · 0:30

Summary

Member verified. Asked about the last repayment and the next due date.

Actions taken

Verify the caller Read the account

Stored in

Sydney

Calls the agent handles

Caller verification
Asks the security questions your team sets, such as a member number and date of birth, and checks the answers before it discusses an account.
Account enquiries
Reads balances, recent transactions and due dates from your core system and answers the caller's question.
Payments
Texts the caller a secure payment link from your gateway, so a card number is never read aloud on a recorded call.
Hardship and fraud reports
Takes the first report and transfers the caller to your hardship or fraud team, briefing them before it connects the call.

Connected systems

A core banking or member system with an API connects through a custom API tool, which comes with the Scale plan or with a build.

Data and compliance

Each part of a call

Call data at rest: Sydney
AI inference: Sydney
Voice servers: Sydney
Speech engines: Sydney option
Phone carrier: Overseas company

Sector rules

APRA and ASIC rules apply to your service, and you write the scripts, verification steps and hand-offs that meet them. Recordings and transcripts are stored in Sydney, the AI model runs in Australia by default, and our data processing agreement covers how we handle the data.

Questions

Yes. It asks the questions your compliance team sets, such as an account number, date of birth or security answer, and checks them against your records through your API before it discusses an account.

Yes. Recordings and transcripts are stored in Sydney. While the call is live, the default speech engine and the phone carrier are overseas companies, and our sub-processor list names each one.

It texts the caller a payment link rather than taking the card number by voice. A number read aloud would land in the recording and the transcript.