Financial Services & Banking

1. Overview

In financial services and banking, voice AI provides 24/7, automated customer support for a wide range of needs. This vertical is unique due to the high-stakes nature of its interactions, such as fraud detection and large transactions, which demand extreme security, accuracy, and trust. The heavy regulatory environment (PCI DSS, GLBA, etc.) means compliance is a primary design constraint.

2. Common Call Intents

This table outlines the most common reasons customers contact a bank or financial institution.

Intent Name	Description	Example Caller Utterance
Check Account Balance	The customer wants to know the current balance of their checking, savings, or credit account.	”I need to know how much money is in my checking account.”
Report Lost or Stolen Card	The customer needs to report their credit or debit card as lost or stolen to prevent fraud.	”I need to report my credit card as lost.”
Dispute a Transaction	The customer has identified an unauthorized or incorrect charge on their account and wants to dispute it.	”I’m seeing a charge on my statement that I don’t recognize.”
Make a Payment	The customer wants to make a payment on a loan, credit card, or other bill.	”I need to make a payment on my car loan.”
Transfer Funds	The customer wants to move money between their own accounts or to an external account.	”I want to transfer $500 from my savings to my checking.”
Check Loan Application Status	The customer has applied for a loan and is calling to check on its progress.	”I’m calling to see if my mortgage application has been approved yet.”
Reset Password	The customer has forgotten their online banking password and needs to reset it.	”I can’t log in to my online banking, I think I forgot my password.”
Activate a New Card	The customer has received a new credit or debit card and needs to activate it for use.	”I just got my new debit card in the mail and I need to activate it.”

3. Common Call Outcomes

This table lists the typical dispositions or final results of banking-related calls.

Outcome Name	Description	Success/Failure
Issue Resolved	The customer’s inquiry was successfully and completely resolved during the call.	Success
Payment Processed	A payment was successfully processed for the customer.	Success
Card Reported & Reissued	A lost or stolen card was successfully deactivated and a new one was ordered.	Success
Funds Transferred	Funds were successfully moved as per the customer’s request.	Success
Escalated to Specialist	The call was transferred to a human specialist (e.g., fraud department, loan officer).	Neutral/Failure
Authentication Failed	The agent could not verify the caller’s identity, preventing further action.	Failure
Caller Hung Up	The caller disconnected before their issue could be resolved.	Failure

4. Recommended Evaluation Criteria

This section breaks down key evaluation criteria into specific, measurable checks for monitoring and improving agent performance.

Security & Compliance

Evaluation Name	Description	Type
Customer Authentication	Verifies that the agent successfully and securely authenticated the customer’s identity using the required multi-factor authentication process before proceeding with any sensitive operations. This may include security questions, PINs, one-time passcodes, or other verification methods.	Pass/Fail
PCI DSS Compliance	Evaluates whether the agent handled payment card data securely during payment processing by avoiding repetition of full credit card numbers and using secure methods for capturing sensitive information like CVV codes through DTMF tones or secure IVR handoff.	Pass/Fail
GLBA Privacy Adherence	Ensures the agent protected non-public personal information by refraining from disclosing any sensitive customer data such as account numbers, balances, or transaction history before the customer was fully authenticated.	Pass/Fail
Fraud Disclaimer Read	Assesses whether the agent provided necessary fraud prevention warnings and disclaimers. For example, when a customer reports a lost card, the agent should clearly communicate that the old card will be immediately deactivated and a replacement will be sent.	Pass/Fail

Transactional Accuracy & Quality

Evaluation Name	Description	Type
Transaction Accuracy	Measures the precision of financial transactions by verifying that the agent correctly processed the transaction for the exact amount specified and to the correct account as stated and confirmed by the customer.	Pass/Fail
Clarity of Financial Terms	Evaluates how clearly the agent explained financial concepts, terms, and conditions including details about fund transfers, potential fees, processing times, and other relevant information. Higher scores indicate clearer, more accessible explanations.	Scored 1-5
Handling of Disputes	Assesses the agent’s process for handling transaction disputes, including clearly explaining the dispute process, providing accurate timelines, outlining next steps, and confirming that the dispute was officially logged in the system.	Pass/Fail
First Call Resolution	Determines whether the agent successfully resolved the customer’s primary need without requiring a transfer to a human representative. This includes tasks like reporting a lost card, checking account balances, or processing payments.	Pass/Fail

5. Compliance & Regulatory Requirements

Payment Card Industry Data Security Standard (PCI DSS): Governs the secure handling of credit card information.
Gramm-Leach-Bliley Act (GLBA): Mandates the protection of customers’ non-public personal information (NPI).
Telephone Consumer Protection Act (TCPA): Restricts the use of automated dialing systems for outbound calls.
SOC 2: Service providers handling customer data should be SOC 2 compliant to ensure secure data management.

6. Key Performance Benchmarks

First Call Resolution (FCR): 70-75%
Average Handle Time (AHT): 4-6 minutes
Customer Satisfaction (CSAT): 80% or higher

Quick Start

Simulation

Agent Observability & Optimization

Best Practices

1. Overview

2. Common Call Intents

3. Common Call Outcomes

4. Recommended Evaluation Criteria

Security & Compliance

Transactional Accuracy & Quality

5. Compliance & Regulatory Requirements

6. Key Performance Benchmarks

​1. Overview

​2. Common Call Intents

​3. Common Call Outcomes

​4. Recommended Evaluation Criteria

​Security & Compliance

​Transactional Accuracy & Quality

​5. Compliance & Regulatory Requirements

​6. Key Performance Benchmarks

1. Overview

2. Common Call Intents

3. Common Call Outcomes

4. Recommended Evaluation Criteria

Security & Compliance

Transactional Accuracy & Quality

5. Compliance & Regulatory Requirements

6. Key Performance Benchmarks