Reduce Wait Times for Finance Support Calls

You want to: Make your support team more efficient by offloading common basic support inquiries about account details, schedules, and interest rates.

Your AI agent can: Answer frequently asked questions using your knowledge base and real-time backend data, while routing only complex issues to human agents.

Contact Sales

Industry: FinTech/FinServ

Business Goal: Operational Efficiency

Call Direction: Inbound

Agent Type: Support Agent

What can this AI Agent help you achieve?

Shorter wait times

Handles routine queries instantly

Higher team productivity

Human agents focus on edge cases

24/7 availability

Customers get answers anytime

Use the agent when:

You receive high volumes of support calls about statements, schedules, or account balances
Your team is stretched and under pressure to reduce SLA
You’ve already invested in a knowledge base or ticketing system

What you need:

Updated FAQ or knowledge base for L1 topics
Access to backend systems or APIs for real-time info (optional)
Defined rules for when to escalate to human agents

How to set it up:

Trigger it:

Trigger on inbound support calls. Agent pulls answers from knowledge base, if needed, uses system lookups to respond with real-time info.

What it says (Sample dialogue)

“Hi [First Name], I can help you with account questions like balances, payment dates, and interest rates. What would you like to check?”

What it does next:

Uses KB to answer general support questions
Pulls real-time data for account-specific inquiries
Escalates or transfers to human if issue is complex or emotional

Setup prompt template

Setup Prompt Template

Objective:

Automate L1 support to reduce agent load and ensure faster resolution for end users.

Scope:

✅ Should: Handle FAQs, provide data-backed answers, triage

❌ Shouldn’t: Offer financial advice, resolve disputes, process payments

Tone and Style:

Neutral, professional, clear, designed for speed and clarity

Key Phrases to Use:

“I can help with statements, schedules, or interest questions.”
“Let me check that for you right now.”

Required Actions:

Greet the caller and state scope of support
Use knowledge base and/or data lookups to resolve queries
Escalate via agent transfer or ticket creation if unresolved

Escalation Rules:

Escalate if caller is frustrated, confused, or asks for agent
Route to human if topic is outside knowledge base scope or involves sensitive issues
Retry or fallback message if system cannot retrieve real-time data

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