The typical problem
Hundreds of daily calls are about the same things: application status, documents, branch hours, card blocks. At peak hours customers wait in a queue, while operators spend time on routine instead of complex cases. Call recordings can't leave the company.
How we build it
- The voice agent answers from the bank's knowledge base and policies.
- It verifies the caller by script and identifies the topic.
- Complex cases go to an operator with a card: topic, cause, mood, what's already done.
- Speech recognition and the model run inside the company perimeter.
- Dashboard: calls by hour, top requests, share resolved without an operator.
What the business gets
Routine requests are handled with no queue at any hour; operators get only complex cases with context. What we measure in a pilot: share of calls without an operator, waiting time, customer rating.
