Use generative AI agents for complex questions
Questions that do not fit a fixed scenario can be connected to the CogXi generative AI platform for contextual judgment and answers. Connecting DocStore (RAG) grounds responses in source documents.
Industries
Financial services
Connect financial service and operations in one AI-powered experience.
Financial service depends on many connected operations and systems
Contact usThe Need for Financial AI
Why financial services need AI
Financial service depends on many connected operations and systems
Pressure on service staffing
Unexpected absences can leave service teams temporarily understaffed, delaying even repetitive guidance and making service quality harder to maintain.
Complex legacy-system integration
AI service must connect with existing systems such as CTI, IVR, core banking systems and RPA.
Growing outbound workloads
Recurring work such as loan and delinquency notifications continues to increase the operational burden on agents.
Fragmented channel operations
Different operating models across general service, telemarketing and web channels make a consistent customer experience difficult.
Specialized financial terminology
Financial products and regulations use specialized terms that must be explained in language customers can understand.
Work split across touchpoints
As voicebots, chatbots and human-agent touchpoints expand, their roles and work must be designed and managed as one system.
Generative AI governance
Financial institutions need controls that trace the evidence and history behind AI responses to meet trust and operating requirements.
Financial AI
Make financial service smarter with AI
Apply generative AI to real-time voice service
A hybrid structure can use NLP for structured utterances while an LLM handles exceptional questions during real-time voice interactions.
Automate repetitive work reliably
Automate recurring tasks such as balance inquiries, transfers, card-limit checks, reissuance, account-opening guidance and loan inquiries.
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Extend AI into outbound work
Keep existing service channels while extending AI to recurring outbound work such as delinquency notifications.
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Reuse existing NLP assets
Support multiple NLP workspaces on one platform so existing assets can remain in use as new work and channels are added.
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Combine voice and on-screen guidance
CogInsight visual voicebot features can combine voice service with on-screen guidance and accept information that is difficult to speak, such as account numbers and passwords, through secure screen input.
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Support human agents in real time
Agent Assist (C3) can provide relevant information during a conversation to help agents work more efficiently.
Governance
Governance for safe generative AI operations
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Multi-stage checks against hallucination
Check for exposed personal information, inappropriate responses and errors before an answer is delivered.
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Risk-based response policies
Exclude sensitive work from generative AI and hand controlled responses to a human agent when necessary.
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Execution policies by task
Process sensitive work through approved workflows and route high-risk questions through separate safeguards.
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Security and internal controls for finance
Design operations around the security and internal-control requirements of financial services.
Financial Security
Security and internal controls
for financial services
| Area | Capability |
|---|---|
 Input security | Secure keypad input and masking for sensitive information such as account numbers and passwords |
 Transport security | Encrypted communication through Secure Gateway® |
 Access control | SSO integration, user permissions, role-based access control, audit logs and access history |
 Response quality | Accuracy verification through K-Fold and blind testing |
 Deployment | Choice of on-premises or cloud deployment |
Professionalism
Expertise proven through financial AI delivery
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Experience across financial sectors
Experience delivering AI service systems across banking, cards, securities, insurance and capital finance.
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Flexible NLP-engine integration
Experience connecting and operating different NLP engines according to project requirements.
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On-premises support
Deployment can be designed for private infrastructure as well as cloud environments.
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Legacy-system integration
Experience integrating CTI, STT/TTS, core financial systems and other established systems.
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Generative AI agent delivery
Experience ranging from RAG-grounded answers and real-time voice service to document and image processing.
