# 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.