A blocked card doesn't wait for Monday.
The call is answered before the menu finishes.
Cards, accounts, loans, disputes and suspected fraud — the agent picks up on the first ring, confirms who it is talking to and opens the right case. No queue, no menu, no voicemail.
The agent never asks for a PIN, a full card number or a password. Anything that moves money goes to a person.
Michael Brown
My card has just been blocked and I'm abroad.
Card IssueAnswered in 1s
Anna Karapetyan
Has my salary landed yet?
Account InquiryAnswered in 1s
Lukas Weber
There's a payment here I didn't make.
Fraud ReportStraight to your team
Sofia Rossi
What do I bring to open an account?
New Account OpeningAnswered in 1s
What happens today
Four menus, nine minutes, and still a person is needed.
The customer already knows what they want. The phone system makes them prove it four times before anyone hears it.
Waiting
0:00
- 1For balance and statements, press 1
- 2For cards, press 2
- 3To block a card, press 1. For a new card, press 2
- 4Please enter your 16-digit card number
- 5All our advisers are busy. Your call is important to us
Illustrative menu — yours will be its own shape.
With the agent
0:01
My card has just been blocked and I'm abroad.
I can see the block from a payment at 02:14. Nothing left your account. I'm opening a card case and the team will reissue it today — shall I order it to your home address?
The same call, all day
Five questions are most of your line.
A bank's phones are not a thousand different problems. They are a handful of questions asked a thousand times — and every one of them costs an adviser a minute they could have spent on the case that actually needs them.
Calls today
1 284
Where is my card / when does it arrive?
26%
Answered by the agent
What's my balance and has the salary landed?
21%
Answered by the agent
Why was my card declined?
17%
Answered by the agent · 8% → Passed to a person
What are your opening hours and documents?
12%
Answered by the agent
I want to talk about a loan
9%
Answered by the agent · 40% → Passed to a person
85% of the line is these five questions
Illustrative mix — your own line will look different. The point is the shape: a few questions, repeated.
- 1
Every call is already a case
Nobody types it up afterwards. The agent files the right type with the customer, what they asked and what was promised — before the call has ended.
- 2
The answer arrives in the first sentence
Fees, documents, hours, what each product does, how long a reissue takes — it answers from your own information instead of reading a menu.
- 3
A person is needed only where a person is needed
The repeat questions never reach your advisers. What does reach them arrives written up, so they start where the agent stopped.
Every channel, one agent
Whichever way they reach you, the same agent picks it up.
The phone line, the chat on your site, WhatsApp, Telegram, Instagram and Facebook all arrive at one agent. It answers what it can, files the case for what it can't, and puts a person on the line the moment the question is about security.
Answered on the spot
From your own information, in their language
Filed as a case
On the board, with everything the caller said
Straight to your team
Live transfer, with the conversation so far
Anything about security goes to a person immediately
Suspected fraud, a payment the customer didn't make, a request to change access, someone who sounds like they are being pressured — the agent stops, hands the call to your team and passes on everything it already has. It does not try to resolve it, and it does not ask for credentials to check.
Channels are connected one by one — start with the phone line, add the rest when you're ready.
What it takes off the line
Every routine call, filed as the right case.
These are the case types the board ships with. The agent answers what it can from your own information and opens one of these for everything else.
Card Issue
“My card is blocked abroad.”
Account Inquiry
“What's my balance and when did the salary land?”
Fraud Report
“There's a payment I didn't make.”
Dispute
“I was charged twice by the same shop.”
Loan Inquiry
“What would the monthly payment be?”
New Account Opening
“I want to open an account — what do I bring?”
Callback
“Have someone call me after six.”
Where the line is
It never asks for what it shouldn't have.
A voice agent in a bank is only useful if the boundary is obvious. This one is set in the prompt and visible to your compliance team.
No PINs, no full card numbers, no passwords
It identifies the caller the way your own rules say, and never collects credentials over the phone.
It moves no money
Transfers, payments and limit changes are a person's job. The agent opens the case and routes it.
Every call is a record
Who called, what they asked, what was promised and who it went to — on the board, in writing.
And when it should stop, it stops
Suspected fraud, a distressed customer, anything outside what it was taught — it hands over to your team with everything it already has, so nobody starts the conversation again.
One board for the branch
Calls in. Cases out.
Every conversation becomes a card with the customer, what they asked for and what was promised. The back office works the queue instead of the phones.
New2
Card Issue
Michael Brown
Account Inquiry
Anna Karapetyan
Reviewing2
Fraud Report
Sofia Rossi
Dispute
Tigran Hakobyan
Processing2
New Account Opening
Lukas Weber
Loan Inquiry
Lusine Alaverdyan
Resolved2
Callback
Emma Clarke
Account Inquiry
Nina Petrova
Every customer, in their own language
One agent. Every language your customers call in.
A blocked card abroad is the worst moment to be answered in a language you don't speak.
Switch between them to hear the same call in each language.
Getting started
Live on your line this week
- 1
Connect your number and channels
Your bank's line, the chat on your site, WhatsApp and Telegram — into one agent, without touching your core systems.
- 2
Give it your own answers
Products, fees, documents, opening hours, what each team handles and where the line is. It answers from your information, not a generic script.
- 3
Watch the queue drain
Routine calls stop reaching your advisers; the cases that need a person arrive already written up.
Ready to Stop Missing Customers?
Just connect your channels.
From your first phone call to your last DM — one AI agent, live across every channel in minutes.