Banking
Service conversations with a clear next step.
Chat, WhatsApp and phone agents answer service questions from approved content, prepare appointments and route requests. They never make a payment or a credit decision. This is a product example, not a customer case.
I want to open a savings account. What documents do I need, and can I come on Thursday?
- Appointment request
- Topic: savings account
- Day: Thursday
According to the published procedure, you will need an ID and proof of address. Which branch suits you on Thursday?
Prepared for your team
Appointment request- Topic
- Savings account opening
- Preferred day
- Thursday
- Documents
- ID, proof of address
Why teams start here
Where service slows down today.
Simple questions fill the lines
Opening hours, required documents and service steps take time that advisors need for complex requests.
Wasted branch visits
Customers arrive without the right documents, or at a time when no advisor is available.
Requests in the wrong queue
Service requests move between teams before they reach the one that owns them.
Requests the agent handles
Three operational jobs
The agent answers from approved material, books or prepares an appointment, and routes a service request.
- 01
Customer assistance
Answer a service question from approved content.
Example request Which documents do I need to open an account?
Collects - 02
Appointments
Collect what is needed to arrange a meeting with the branch or team.
Example request I would like to see my advisor this week.
Collects - 03
Service requests
Take the request in and route it to the right queue.
Example request My card is damaged and I need a new one.
Collects
Channels
Where your customers reach the agent.
The same agent, knowledge and rules on every channel below.
WhatsApp
Conversations on WhatsApp Business, with buttons, media and shared locations.
Phone
Answers and places calls in real time over your SIP trunk or Twilio numbers.
Website chat
A chat widget added to your site with one snippet, limited to the domains you allow.
E-mail
Reads a shared inbox and replies in the thread, automatically or as a draft to approve.
- Real-time streaming
- Callers can interrupt
- Phone keypad input
- Transfer to a person
How it is built
The agents, knowledge and controls behind this example.
An example set-up in Liberrex AI & Agents. You choose the agents, channels and rules for your own deployment.
- Chat agent · questions on your website
- WhatsApp & SMS agent · appointments and service requests
- Phone agent · card-blocking line
- Outbound caller · appointment reminders
Knowledge
Published procedures, required documents, fee pages and branch hours, uploaded or connected from your website or SharePoint. Answers cite their source.
Tools and integrations
HTTP tools check branch availability or record the appointment request in your booking or CRM system. No tool moves money.
Guardrails and escalation
Credit, payments and identity checks are out of scope. Card numbers, IBANs and ID numbers are kept out of replies. A customer can ask for an advisor at any time.
Quality for AI and human agents
Advisor calls, chats and e-mails and AI-agent conversations are scored with the same scorecards, with evidence for each criterion and coaching moments for advisors.
Outbound campaigns
Example: appointment reminders by phone, WhatsApp or e-mail; answers such as confirmed or rescheduled are logged for each customer.
Languages
Tunisian Arabic (Derja) on calls and in messages, Arabizi in writing, French, English and Modern Standard Arabic.
Step by step
A branch appointment
A customer asks what to bring and wants a time. The agent uses the published procedure, collects the missing details and confirms the request or transfers.
Hear the request
The customer asks a question and wants a time.
Retrieve the procedure
The agent retrieves the published procedure for that request.
Collect the appointment details
Missing details are collected: branch, time and reason.
Confirm or transfer
The request is confirmed with the team, or transferred to an employee.
Decisions stay with the bank
The agent does not approve a product or move money. It handles the defined service conversation.
The agent handles
- Answering from approved bank content
- Preparing appointment requests
- Routing service requests to the right team
- Handing over to an employee at any time
Your team keeps
- Product and credit decisions
- Payments and transfers
- Identity verification
- No product approval
- No payment instruction
- Transfer to an employee
Banking questions
AI agents for banking service, answered.
Which banking requests can an AI agent handle?
For example: answering service questions from approved bank content, taking card-blocking requests, preparing appointment requests with the branch and reason, and routing service requests to the team that owns them. Ready-made templates such as card blocking, an account information line and a banking chat assistant are a starting point.
Can the AI agent make payments or approve credit?
No. The agent does not move money, approve a product or grant credit, and identity verification stays with the bank. It handles the defined service conversation and hands over to an employee with the context collected.
Where do the agent’s answers come from?
From the knowledge your bank approves: documents you upload or sources you connect, such as your website, SharePoint, Google Drive, S3 or SFTP. Answers cite their sources. The agent does not answer from an open web search.
How is customer data protected in conversations?
Guardrails check every reply before it is sent and keep card numbers, IBANs, ID numbers, phone numbers and e-mail addresses out of it. Data stays scoped to your workspace, access follows team roles, and two-step verification can be required for every member.
Can the bank send appointment reminders?
Yes, as an example of an outbound campaign: a reminder by phone call, WhatsApp or e-mail to a contact list you upload, within the days and hours you set, with retries. Each attempt and answer is logged, so advisors see who confirmed or asked to reschedule.
Can a customer reach a person at any time?
Yes. When a customer asks for an employee, the agent transfers the conversation with what was collected so far. Quality then reviews both AI-agent and advisor conversations against the same scorecards, so supervisors see where each one needs coaching.