Agentic CX for Financial Services — Compliant, Automated, Auditable
Governed AI actions. Strict compliance. Audit coverage across channels.
+40%
CSAT Improvement
+61%
Faster Response
Full
Audit Coverage
40–80%
Automation Rate
The financial services CX gap is eroding trust
Falling short on digital CX doesn't just cost revenue — it costs trust.
67%
of banking customers prefer digital channels
Deloitte Digital Banking, 2024
4.7min
average wait time for financial service calls
Forrester, 2024
$3.7T
annual cost of poor CX in financial services
Qualtrics XM Institute, 2024
89%
would switch after one bad financial experience
PwC Future of CX
Compliance pressure meets rising customer expectations
100+
regulations
Compliance overhead
Manual checks slow every resolution and drain agent capacity.
$0
error tolerance
High-stakes interactions
One dispute error risks regulatory action and customer trust.
5+
systems avg
Legacy system complexity
Agents juggle 5+ systems to resolve a single enquiry.
Weeks
of manual review
Audit gaps
Fragmented tools turn audit prep into weeks of manual work.
Turn compliance into a competitive advantage
100%
audits coverage
Pass audits consistently
Every AI action logged. Audit prep drops from weeks to minutes.
+61%
faster resolution
Reduce dispute resolution time by 61%
AI triages by urgency and routes to specialists with full context.
Real-time
risk monitoring
Near-zero compliance blind spots
Real-time sentiment analysis flags fraud and regulatory risk automatically.
0
context lost
Escalate without losing a single detail
Fraud specialists receive the full conversation, identity verification, and risk score -- zero context lost.
Live
analytics
Spot bottlenecks before customers feel them
Live analytics surface quality drops and risk concentrations instantly.
up to 80%
automation rate
Let customers check balances and card status without calling
Up to 80% of routine account queries resolved instantly -- with built-in compliance at every step.
How a compliance-sensitive interaction flows
Every step governed, every action logged.
Step 01 Inbound
Customer contacts via WhatsApp
Suspicious transaction reported on WhatsApp.
Step 02 Governed
AI verifies identity (governed step)
MFA validated before any account data is shared.
Step 03 Classification
AI triages: fraud vs billing vs general
Fraud indicators trigger elevated protocol automatically.
Step 04 Escalation
Routes to specialist with full context
Fraud team receives identity, transaction details, and risk score.
Step 05 Resolution
Agent resolves with governed actions
Refund, card block, merchant flag — all within policy rules.
Step 06 Complete
Auto-documented for compliance review
Timestamps, action logs, and policy references — instant audit trail.
Resolve disputes with full audit trail
Dispute filed, credit applied, audit logged — under a minute.
- Auto-retrieves transaction details from core banking
- Provisional credit applied within policy rules
- Fraud patterns trigger specialist escalation
Secure self-service for account management
MFA-verified account changes — no branch visit, no hold time.
- Multi-factor identity verification in-conversation
- Governed address, limit, and card changes
- Automatic PII masking in all logs
See Tactful handle your compliance-sensitive interactions live.
30 minutes. Your compliance framework, your channels.
The business case for compliant CX infrastructure
95%
less audit prep time
Weeks of prep reduced to minutes
Auto-logged interactions→Instant audit packs=Weeks → Min
+61%
faster resolution
61% faster resolution, higher retention
AI triage+Auto-credit=61% faster
up to 80%
automation rate
Free agents for advisory, not routine
Routine queries×AI resolution=up to 80% automated.