The right answer for every member, on the first call.
Your member service reps get authoritative answers on accounts, policies, and app features, drafted as customer-ready responses with citations, so every member gets a fast, accurate answer, and the same answer no matter who they ask.
- Contact center and member service agents
- Branch staff and universal bankers
- Digital banking support teams
- Service managers and trainers
Replace tribal knowledge with sourced answers.
The assistant retrieves authoritative answers about accounts, policies, and app features and drafts customer-ready responses with citations. Where products are governed by disclosures and terms, it steers your agents to the approved language.
Less reliance on tribal knowledge means shorter handle times, higher first-contact resolution, and fewer escalations.
- Explain fees and waiver eligibility consistently
- Guide agents through troubleshooting and escalation
- Roll out policy changes to every agent at once
Describe what the member is asking and choose how you will respond. The assistant returns a customer-ready answer, the next best step, and the policy or fee schedule it came from.
Member was charged an overdraft fee on a debit card purchase and asks if it can be waived. It is their second fee this year.
Chat Reply
Suggested initial response
Thank you for reaching out, and I’m sorry about the surprise fee. I can see the debit card purchase posted before your deposit was available.
Since this is your second overdraft this year, I’m able to waive this one as a courtesy. You’ll see the refund within one business day.
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Suggested next step
Offer overdraft protection linked to the member’s savings account, so a transfer covers the next shortfall instead of a fee.
Suggested next step reply
To help avoid this next time, I can link your savings account for overdraft protection. If your checking balance comes up short, we’ll move the difference from savings automatically, at no cost to you. Would you like me to set that up?
Source
Fee Waiver Policy §3.1: one courtesy waiver per 12 months for members in good standing.
From your documents to a sourced draft.
The assistant uses retrieval-augmented generation (RAG): it finds the relevant passages in the content you approve, then answers from them with citations your team can check.
Connect your service content
Add the support knowledge base, customer FAQs, product terms, fee schedules, and policy documents.
The agent asks
During a call or chat, your agent describes the customer's question or problem in plain language.
Respond with confidence
The assistant returns a customer-ready answer, the next best step, and the source it relied on. The agent reviews and responds.
What your team asks, and what comes back.
Guided dispute resolution
The request. A customer calls asking to waive a fee.
What the assistant returns. The fee schedule, relevant terms and conditions, and any exceptions such as hardship or relationship tier, drafted into an agent response explaining the fee and whether a waiver is permitted, with the decision path documented.
Why it matters. Faster resolution, more consistent fairness, and better auditability.
Support agent knowledge base
The request. A customer contacts support through chat because a transaction in the mobile app failed.
What the assistant returns. Troubleshooting steps from the knowledge base and customer FAQs, plus the next best step and an escalation script if needed.
Why it matters. Higher first-contact resolution and lower inbound support volume.
Supporting policy changes
The request. You update a timing or contractual policy that customers will ask about.
What the assistant returns. A consistent explanation for agents and customers, drawn from the updated policy documents, revised FAQ entries, and terms.
Why it matters. Rapid propagation of changes, less misinformation, and answers based on the latest official information.
Measurable time back, with the controls already in place.
More ways to put AI to work.
Customer Complaint Triage
Classify, route, and track complaints (UDAAP-aware)
See the solutionCompliance Operations
Policy reviews, regulatory change, and exam prep
See the solutionEmployee & HR Assistant
Policy and benefits answers for every employee
See the solutionDiscover real uses for AI at your institution.
We deliver AI workflows that move your team beyond the hype. Share your details and we'll show you this solution running on your own documents, inside your perimeter.
“The AI portal has helped our teams become more self-reliant while handling our members/customers quicker and with more confidence.”
Talk to us about Customer & Member Service
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AI for customer & member service: FAQ
Straight answers for CIOs, CISOs, and compliance officers evaluating AI.
Talk to usDoes the assistant talk to customers and members directly?
This solution supports your service agents. It retrieves the authoritative answer and drafts a customer-ready response with citations, and the agent decides what to say. That matters where products are governed by disclosures and terms.
Where do the answers come from?
From the sources you connect: your support knowledge base, customer FAQs, product terms and conditions, fee schedules, and policy documents. Answers cite the document they rely on, which reduces reliance on tribal knowledge.
What happens when a policy or fee changes?
Update the source documents and the assistant starts answering from the new version. Your agents and customers get a consistent explanation based on the latest official information, without waiting for retraining or a new script.
Can it help with fee waiver and dispute requests?
Yes. It pulls the fee schedule, the terms and conditions, and any exceptions for hardship or relationship tier, then drafts a response explaining the fee and whether a waiver is permitted. It also documents the decision path, which supports fairness and auditability.
Is member account data protected?
Account numbers, SSNs, and other PII are redacted on the agent's device before a prompt reaches any model, and every interaction is logged. See data loss prevention.
Give every agent your best agent's answers.
Bring your knowledge base and fee schedule. We'll show you customer-ready, cited responses to the questions your contact center gets every day.