For credit card and debit card servicing

AlexAI: AI customer care
for financial institutions.

Alex answers routine account questions from your own records, and brings in a customer representative when a call needs one.

Talk to us See how a call works
An example call on a card servicing line. The caller asks for their balance. Once the caller's identity is verified, Alex answers: the balance is $332.83 and the minimum due is $28.31. The caller asks for a late fee to be removed. Alex says a customer representative will handle it and asks the caller to stay on the line, and the representative joins the same call.

What it does

How a call works

One call, start to finish.

  1. Your customer calls. Alex answers.

  2. Alex verifies identity. No account details are shared until it knows who is calling.

  3. Alex answers from your records. Balances, statements, payments and recent charges.

  4. Needs a person? Alex offers to bring in a customer representative. A lost card or suspected fraud goes straight through.

  5. The representative joins the same call. They already know what was said. If nobody is free, the caller is told, and Alex keeps helping.

You decide when your team is available. Your team can work nights, or leave after-hours calls to Alex.

Example call
An example customer service call, line by line. Alex answers and says the call is recorded. The caller asks about her card. Alex runs an identity check first; the questions are not shown. Alex reads her balance, three hundred and thirty-two dollars and eighty-three cents, and the minimum on her latest statement, twenty-eight dollars and thirty-one cents. She asks to set up a payment. Alex says it will bring in a teammate, keeps the line open and puts her through. A customer representative joins the same call and already knows what she asked for. An example customer service call, line by line. Alex answers and says the call is recorded. The caller asks about her card. Alex runs an identity check first; the questions are not shown. Alex reads her balance, three hundred and thirty-two dollars and eighty-three cents, and the minimum on her latest statement, twenty-eight dollars and thirty-one cents. She asks to set up a payment. Alex says it will bring in a teammate, keeps the line open and puts her through. A customer representative joins the same call and already knows what she asked for.

Why it helps

Time

Callers get routine answers without waiting for a representative. When one joins, they already know what was said.

Cost

Routine questions are handled without a representative, so your team can focus on the calls that need them.

Accuracy

Answers come only from your records, never guessed. If Alex can't answer, it hands the call to a representative.

What Alex handles

What Alex answers, and what goes to your team.

Alex answers these after verifying the caller

  • “What's my balance?”
  • “Is my account active? Am I behind on payments?”
  • “What's the minimum on my latest statement?”
  • “What was my March statement?”
  • “What was my last payment?”
  • “What was that charge?” Found in recent activity, or by date, shop or amount
  • “What's my credit limit, and how much is left?”
  • “Am I over my limit, and by how much?”
  • “What rate am I paying on purchases, or on cash advances?”
  • “What are the fees on this account?”
  • “What's your policy on…” Answered from your own documents

These, and anything not listed, go to a customer representative

  • “When is my payment due?”
  • “I want to set up a payment.”
  • “Was I charged a late fee? Can you take it off?”
  • “My card's been stolen.” “I think this is fraud.” Put straight through
  • “My payment hasn't shown up.”
  • Anything about a large transaction
  • Anyone Alex cannot verify as the account holder

Security

Your data is kept separate and on record.

  • Each client's data is kept separate. No other company can see it.
  • Recording and disclosure are configurable per company, including a statutory mode in which every call is recorded and the caller is told so at the start.
  • Each call leaves a record: the recording and the transcript with any gaps marked, plus a summary when the call is handed to a representative.
  • When you ask us to delete a call's recording, we delete it from our storage and log that we did.

We set up your line and workspace with you.

Security details
Your workspace, closed to every other company A bounded panel holding your own number, your own records, your own team and your own documents. The connector from another company outside the panel is struck through: no other company on this platform can reach into it. YOUR WORKSPACE your own number your own records your own team your own documents another company no other company can reach into it

Put Alex on one line
and listen to it work.

Start with one line, alongside your team. We set it up with you. Then you listen to the calls and read the records.

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Access to a workspace is reviewed before an account is opened.