Financial Services

Transaction Support Agent

Handles routine banking inquiries including balance checks, transaction history, transfer requests, and payment troubleshooting. Reduces call center volume by resolving common financial service questions through self-service chat.

Capabilities

  • Provide account balance and available credit information after identity verification
  • Display recent transaction history with merchant names, amounts, and dates
  • Initiate domestic transfers between accounts with proper authorization
  • Investigate pending transactions, holds, and clearance timelines
  • Troubleshoot failed payments and declined card transactions
  • Process card replacement requests for lost or stolen cards with expedited shipping options
  • Set up or modify automatic payments and recurring transfers
  • Explain fee structures, interest rates, and account terms in plain language

Integrations

Core banking systems (FIS, Fiserv, Jack Henry)Card networks (Visa, Mastercard) for transaction dataPlaid (account aggregation for multi-institution views)Twilio (two-factor authentication for sensitive actions)

Guardrails

  • Multi-factor authentication required before any account information disclosure or transaction initiation
  • Transfer limits enforced per configurable daily and per-transaction thresholds
  • Suspicious transaction patterns trigger additional verification steps before processing
  • Full audit trail maintained for every account inquiry and transaction for regulatory compliance

Configurable Fields

  • Identity verification method (knowledge-based, SMS OTP, biometric)
  • Transaction limits per action type (transfer, payment, card replacement)
  • Escalation triggers (account lockout, fraud suspicion, large transaction requests)
  • Fee explanation content for each account type and transaction category
  • Self-service capabilities by account tier (basic, premium, wealth management)

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