Coach every teller to offer the right product at the right moment.
Your frontline staff are your most frequent touchpoints, but few have formal sales training. Tellers, CSRs, and MSRs ask a question or pick a topic, and AI coaches them from your product guides, rate sheets, and sales practices: which products fit which situations, what to listen for, and how to raise it naturally. Customers and members who may benefit hear about the right product, and everyday conversations drive revenue for your bank.
- Tellers and universal bankers
- Customer and member service reps (CSRs and MSRs)
- Branch managers and sales leaders
- Training and development teams
Turn everyday transactions into the right conversations.
Your frontline staff see customers and members more often than anyone else at the bank, and many of those visits hint at a need: a large deposit, a payment to another lender, a mention of a home project. Most tellers and reps know a few products well and the rest from a manual, so the moment passes without a conversation, and the customer finds the product somewhere else.
With MultiModel, staff choose a product type, or leave it on All Products, and ask a question or name a topic. The assistant answers from your own product guides and sales practices: the situations where a product may help, what to listen for, a question to open with, and when to refer to a lender.
- Teach staff which products fit which customer situations
- Give tellers and reps a natural way to raise a product, grounded in your sales practices
- Refer more qualified conversations to your lenders
Gemini
Internal
Ask a question or name a topic, and choose a product type or leave it on All Products. The assistant coaches you from your product guides and sales practices: which products may fit, what to listen for, a question to open with, and when to refer to a lender.
Frontline sales coachInternal
Car loan payoff conversation
A customer just deposited a large check and mentioned paying off their car loan at another bank. What could I suggest, and how do I bring it up?
Auto Loan
Suggested response
Congratulations on the deposit. You mentioned your car loan. Do you know what rate you’re paying on it? Some members find that refinancing with us lowers their payment and lets them keep that money in savings instead.
Why an auto loan refinance could help this member
- Keeps their cash available: they don’t have to spend the deposit on a payoff, so it stays put for emergencies or other plans
- Can lower the rate and payment: members who financed through a dealer or another bank often pay more than our current auto rates
- Flexible terms: they can shorten the term to pay it off sooner, or lengthen it for a smaller monthly payment
- No prepayment penalty: they can still pay the loan off early with the deposit later, if they choose
- Everything in one place: the payment can come straight from their checking account here, with automatic payments set up at closing
When to refer
If they want a rate quote or to apply, introduce them to a consumer lender the same day. Don’t quote rates yourself.
Source: Consumer Lending Product Guide, Auto Refinance (p. 12); Sales Practices Standard §2.
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.
Ask a question or pick a topic
Choose a product type, or leave it on All Products, and describe a customer situation or a topic to practice.
Get coaching from your own materials
In seconds, the assistant explains which products may fit, what to listen for, a question to open with, and how to explain the product, citing your product guides and policies.
Use it at the counter or in practice
Staff use the coaching with a customer in front of them, or managers use it for huddles and role-play, and interested customers are referred to a lender.
What your team asks, and what comes back.
Large deposit at the teller line
The request. A customer deposits a large check and mentions they are thinking about paying off a car loan they hold at another lender.
What the assistant returns. Coaching on questions to ask about the customer's goals, how an auto refinance or a CD might fit, and how to offer a lender referral without pressure.
Why it matters. The teller has a useful conversation in under a minute, and the customer hears about options that may save or earn them money.
New rep learning the HELOC
The request. A new member service rep asks when they should mention the credit union's HELOC.
What the assistant returns. A plain-language explanation of the HELOC, the situations where it may help, such as a renovation or paying down high-interest debt, the eligibility basics, and when to hand off to a lender.
Why it matters. New staff learn products through real situations instead of manuals, and get up to speed faster.
Payments to another lender
The request. A CSR helping a member with a transfer notices a monthly payment to another lender's auto loan.
What the assistant returns. Talking points for asking whether the member has looked at refinancing, the rate information to check first, and wording that follows your sales practices policy.
Why it matters. Members who may benefit hear about a better option, and the bank wins loans it would otherwise never have been asked for.
Measurable time back, with the controls already in place.
More ways to put AI to work.
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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.
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Talk to us about Sales Coaching for Frontline
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AI sales coaching for frontline staff: FAQ
Straight answers for CIOs, CISOs, and compliance officers evaluating AI.
Talk to usDoes it push products on customers and members?
No. The coaching is needs-based: it teaches your staff to recognize when a product may benefit a customer or member, what to ask first, and when not to recommend anything. Answers follow the sales practices and referral guidelines you load, so your frontline staff learn the approach your compliance team approved.
Where do the answers come from?
Only from the sources you connect: product guides, rate sheets, eligibility rules, scripts, referral guidelines, and your sales practices policy. Each answer cites the document it relied on, so staff can check the details and managers know the coaching matches your materials.
Can staff use it with a customer at the counter?
Yes. Answers come back in seconds, with a question to open the conversation and a short way to explain the product. Staff can also use it between transactions, or managers can use it for huddles and role-play practice.
Which products does it cover?
The example structured AI assistant covers all products, or a single product type: mortgages, HELOCs, auto loans, or personal loans. Your team can edit it to add deposit accounts, credit cards, or business products. See AI assistants for how assistants are built and shared.
How does it help new hires?
New tellers and reps learn products through the situations they'll actually see, instead of reading product manuals. Pair it with role-based AI training so each team learns on work like its own.
Is customer and member information protected?
Staff can describe a situation without naming the customer. Where account numbers, SSNs, or other PII are entered, they are redacted on the employee's device before a prompt reaches any model, prompts are excluded from model training, and every interaction is logged. See data loss prevention.
See sales coaching built on your own product guides.
Bring a product guide and your referral guidelines. We'll show you coaching your tellers and reps can use at the counter, generated inside your own environment.