Servicing volume answered by qualified people
Balances, statements, payments, application status and cover questions arrive continuously. Handled manually they consume the capacity of bankers, agents and advisers whose time is worth more elsewhere.
The business problem
Where the capacity goes
Contact volume in financial services is relentless and highly repetitive. Balances, statements, payment status, application progress, cover questions and claim updates make up the bulk of it, and almost none of it needs a qualified person, yet it is qualified people who end up answering.
The staff who do need to answer face the mirror image. A single inquiry can span the core system, the product library, the policy manual and the CRM, and the customer waits through every hop. Hold time and call-backs are the direct result.
Averroes places pre-trained agents on both sides of that. Customers and brokers get an immediate, consistent answer on the routine; staff get client context, product terms and process steps in one place. Every interaction is logged and reviewable, and anything requiring judgment or advice goes to a person.
Answers spread across several systems
Front-line staff move between core systems, product libraries, policy manuals and the CRM to assemble one answer, while the customer holds. That is where call-backs and repeat contacts come from.
Peaks that no roster can absorb
Renewal cycles, enrollment windows, statement runs and market events multiply identical inquiries in short bursts. Staffing for the peak is uneconomic and staffing for the average leaves customers waiting.
The agents
Agents built for Financial Services
Each agent is pre-configured for the workflows below and available across secure web, voice, Microsoft Teams, Slack, WhatsApp, SMS and mobile. Nothing is built from zero, though voice, WhatsApp and SMS need some setup on your side.
Retail Banking Customer
Everyday banking questions arrive in volume and almost none of them need a banker. This agent handles balances and transactions, payments, card and account servicing and product questions, and brings a person in the moment judgment is required.
- Who it supports: Retail banking customers, branch and contact center staff
- Workflows it covers: Balance and transaction inquiries, payments and transfers, card and account servicing, product questions, escalation to a banker
- Systems and data it works with: Core banking and card systems via API and native connectors, CRM records in Salesforce or Microsoft Dynamics, AWS Contact Center for voice
- Expected outcome: Routine servicing is resolved without a queue, so branch and contact center staff spend their time on the conversations that need them.
Retail Banking Agent
A banker who has to put the customer on hold to look something up loses the thread of the conversation. This agent puts customer context, product detail and process steps in front of them while the customer is still on the line.
- Who it supports: Retail banking relationship and contact center staff
- Workflows it covers: Customer context retrieval, product and pricing detail, process and policy steps, next-best-action prompts
- Systems and data it works with: Core banking records, product and policy libraries, Salesforce or Microsoft Dynamics, internal knowledge sources
- Expected outcome: More inquiries are closed in a single call, with less time spent on hold and fewer call-backs.
Retail Banking Marketing
Inbound interest arrives faster than a team can qualify it, and unqualified leads waste the time of the people who close. This agent answers product questions consistently, qualifies the inquiry and passes on a complete summary.
- Who it supports: Retail banking marketing and acquisition teams
- Workflows it covers: Product and eligibility questions, inquiry qualification, appointment booking, hand-off with a written summary
- Systems and data it works with: Product and eligibility content, CRM records in Salesforce or Microsoft Dynamics, web and messaging channels
- Expected outcome: The sales team picks up prepared opportunities rather than raw leads, and no inquiry goes unanswered.
Banking Corporate Customer
Corporate clients expect a specific answer quickly, and their questions cut across accounts, facilities and transactions. This agent handles those directly and routes complex requests to the relationship team with the context already attached.
- Who it supports: Corporate banking clients, client service teams
- Workflows it covers: Account and balance inquiries, facility and limit questions, transaction and payment status, routing to the relationship team
- Systems and data it works with: Corporate banking and payment systems via API and native connectors, Salesforce or Microsoft Dynamics, IBM FileNet for documents
- Expected outcome: Clients get an immediate answer on routine matters and relationship managers receive only what genuinely needs them.
Banking Corporate Agent
Answering one corporate client request can mean consulting several systems and two colleagues. This agent brings client context, product terms and internal process into one place so a banker can answer in a single pass.
- Who it supports: Corporate banking relationship managers and service teams
- Workflows it covers: Client and mandate context, product terms and pricing, internal process and approval steps, document retrieval
- Systems and data it works with: Corporate banking records, IBM FileNet document repositories, Salesforce or Microsoft Dynamics, internal policy libraries
- Expected outcome: Client requests are answered in one pass rather than several, which shortens turnaround on the work that earns the relationship.
Banking Corporate Marketing
Corporate inquiries are high value and easy to lose to a slow reply. This agent fields the interest, qualifies it against your criteria and hands the commercial team something they can act on.
- Who it supports: Corporate banking marketing and business development teams
- Workflows it covers: Capability and product inquiries, qualification against mandate criteria, meeting scheduling, structured hand-off
- Systems and data it works with: Published capability content, CRM records in Salesforce or Microsoft Dynamics, scheduling systems
- Expected outcome: Fewer high-value inquiries are lost to response time, and the commercial team starts from a qualified brief.
Banking Credit Card Customer
Card servicing is the highest-volume contact in retail banking and almost all of it is rules-based. This agent covers balances and statements, payments and disputes, limits, rewards and travel notices at that volume.
- Who it supports: Cardholders and card servicing teams
- Workflows it covers: Balance and statement inquiries, payments, dispute and chargeback intake, limit and rewards questions, travel notifications
- Systems and data it works with: Card management and transaction systems, CRM records in Salesforce or Microsoft Dynamics, AWS Contact Center
- Expected outcome: Peak card servicing volume is absorbed without rostering for it, and disputes reach an assessor with the detail already captured.
Banking Credit Card Agent
Card service staff work against a clock, and the answer they need is usually in a system they are not currently looking at. This agent surfaces account context, policy and next steps while the cardholder is still in the conversation.
- Who it supports: Card servicing agents and team leaders
- Workflows it covers: Account and transaction context, dispute policy and thresholds, limit and fee decisions, next-step guidance
- Systems and data it works with: Card management systems, policy and procedure libraries, CRM records in Salesforce or Microsoft Dynamics
- Expected outcome: Agents resolve more cases without escalation, and decisions follow policy consistently across the team.
Banking Credit Card Marketing
Card applicants ask the same eligibility and comparison questions before they apply, and an unanswered one ends the application. This agent explains products and eligibility consistently and qualifies applications before they reach a person.
- Who it supports: Card acquisition and marketing teams
- Workflows it covers: Product comparison and eligibility questions, pre-qualification, application start and status, hand-off to underwriting
- Systems and data it works with: Product and eligibility content, application systems via API and native connectors, CRM records
- Expected outcome: More applications are completed, and those that reach a person are already qualified.
Financial Services NBFC Customer
Borrowers chase the same three things: where the application is, what is owed and what happens next. This agent handles non-bank lending inquiries covering eligibility, application status, repayment schedules and day-to-day servicing.
- Who it supports: Borrowers and non-bank lending customer service teams
- Workflows it covers: Eligibility and product questions, application status, repayment schedule and statement inquiries, account servicing
- Systems and data it works with: Loan management systems via API and native connectors, CRM records in Salesforce or Microsoft Dynamics, document repositories
- Expected outcome: Status chasing stops consuming the servicing team, and borrowers can check their own position at any hour.
Financial Services NBFC Agent
An application stalls whenever the agent handling it has to go and find a rule or a document. This agent supplies case context, product rules and process steps so the application keeps moving inside the conversation.
- Who it supports: Non-bank lending agents and underwriting support
- Workflows it covers: Case and applicant context, product and credit policy rules, documentation requirements, next-step and escalation routing
- Systems and data it works with: Loan origination and management systems, credit policy libraries, IBM FileNet document repositories
- Expected outcome: Applications progress with fewer hand-offs, and decisions are made against current policy rather than remembered practice.
Financial Services Housing Finance
A home loan application is long, document-heavy and easy to abandon. This agent walks applicants through affordability, paperwork, application status and repayment questions, and tells them exactly what is outstanding.
- Who it supports: Housing finance applicants and mortgage servicing teams
- Workflows it covers: Affordability and eligibility guidance, documentation checklists and chasing, application status, repayment and statement inquiries
- Systems and data it works with: Mortgage origination and servicing systems, IBM FileNet document repositories, CRM records in Salesforce or Microsoft Dynamics
- Expected outcome: Fewer applications stall on missing paperwork, and servicing teams field far less status chasing.
Financial Services Investment
Investors ask product and market questions constantly, and the line between information and advice has to be held every time. This agent explains products and fund or market information from approved sources and routes anything advice-led to a person.
- Who it supports: Investors and investment servicing teams
- Workflows it covers: Product and fund information, account and holding inquiries, transaction status, escalation of advice-led questions
- Systems and data it works with: Investment platform and custody records, approved product and market content, CRM records in Salesforce or Microsoft Dynamics
- Expected outcome: Investors get consistent, sourced information immediately, and advice stays with the people licensed to give it.
General Insurance Customer
Cover questions and renewals are predictable work that still fills a servicing team's day, and a claim arrives when the customer is least patient. This agent covers quotes, renewals, endorsements and the first notification of a claim.
- Who it supports: General insurance policyholders and servicing teams
- Workflows it covers: Cover and policy questions, quotes and renewals, mid-term endorsements, first notification of loss
- Systems and data it works with: Policy administration and claims systems via API and native connectors, CRM records in Salesforce or Microsoft Dynamics
- Expected outcome: Renewal and servicing volume is handled without a queue, and claims reach an assessor with the detail already captured.
Life Insurance Customer
Life policies are held for decades and contacted rarely, so every inquiry starts from scratch for the customer. This agent handles cover and benefit questions, premiums and payments, nomination changes and starting a claim.
- Who it supports: Life insurance policyholders, beneficiaries and servicing teams
- Workflows it covers: Cover and benefit explanation, premium and payment inquiries, nomination and detail changes, claim initiation
- Systems and data it works with: Policy administration systems, document repositories, CRM records in Salesforce or Microsoft Dynamics
- Expected outcome: Policyholders understand what they hold without waiting for an adviser, and claims begin with complete information.
Life Insurance Agent
An adviser sitting with a client cannot leave to check an underwriting requirement. This agent puts product detail, illustration context, underwriting requirements and case status in one place.
- Who it supports: Life insurance agents and advisers
- Workflows it covers: Product and rider detail, illustration context, underwriting requirements and evidence, case and application status
- Systems and data it works with: Policy administration and underwriting systems, product and rate libraries, CRM records
- Expected outcome: Advisers answer in the meeting rather than afterwards, and cases are submitted with the right evidence first time.
Home Insurance Customer
A household making a claim is usually dealing with damage at the same time, and a thin first report slows everything that follows. This agent handles cover questions, quotes and renewals, and captures claim intake in enough detail that assessment can start sooner.
- Who it supports: Home insurance policyholders and claims teams
- Workflows it covers: Cover and exclusion questions, quotes and renewals, claim intake and evidence capture, claim status
- Systems and data it works with: Policy administration and claims systems, document and image repositories, CRM records in Salesforce or Microsoft Dynamics
- Expected outcome: Claims are assessed from a complete first report, which removes a round of follow-up for both sides.
Health Insurance Customer
Members contact health insurers at the point of needing care, when an unclear answer has real consequences. This agent explains cover, networks and benefits, handles pre-authorization and claim status, and routes anything needing assessment to a person.
- Who it supports: Health insurance members and servicing teams
- Workflows it covers: Cover, network and benefit explanation, pre-authorization requests and status, claim submission and status, escalation for assessment
- Systems and data it works with: Policy and claims administration systems, provider network data, CRM records in Salesforce or Microsoft Dynamics
- Expected outcome: Members get a clear answer when it matters, and assessors receive only the cases that require clinical or underwriting judgment.
Health Insurance Agent
Comparing health plans in front of a customer means holding dozens of benefit and network differences in mind. This agent supplies plan comparison, eligibility and underwriting context while the agent is still with them.
- Who it supports: Health insurance agents and brokers
- Workflows it covers: Plan comparison and benefit differences, eligibility and enrollment rules, underwriting requirements, quote preparation
- Systems and data it works with: Product and plan libraries, provider network data, quoting and enrollment systems
- Expected outcome: Agents recommend with confidence in the meeting, and enrollments are submitted against the right plan first time.
Health Insurance Marketing
Enrollment interest peaks in short windows and the same eligibility questions decide whether someone proceeds. This agent answers plan and eligibility questions consistently and qualifies interest before it reaches a person.
- Who it supports: Health insurance marketing and enrollment teams
- Workflows it covers: Plan and eligibility questions, enrollment window guidance, qualification, hand-off to an agent
- Systems and data it works with: Plan and eligibility content, enrollment systems, CRM records in Salesforce or Microsoft Dynamics
- Expected outcome: Enrollment peaks are absorbed without extra seasonal staffing, and agents receive qualified interest.
Accounting Customer
Practice clients ask the same deadline and document questions every cycle, and each one interrupts chargeable work. This agent answers deadlines, document requirements, filing status and service questions on the practice's behalf.
- Who it supports: Accounting practice clients and support staff
- Workflows it covers: Filing deadline reminders, document requirement checklists, filing and return status, service and fee questions
- Systems and data it works with: Practice management and filing systems, document repositories, client portals
- Expected outcome: Chargeable time stops being spent on status questions, and clients supply documents earlier in the cycle.
Accounting CA CPA
Qualified accountants lose time to lookups that have a definitive answer somewhere in the practice's own material. This agent handles regulation and filing-requirement lookups, client case context and internal process, sourced from that material.
- Who it supports: Chartered accountants, CPAs and practice teams
- Workflows it covers: Regulation and filing-requirement lookups, client case and history context, internal process and review steps, precedent retrieval
- Systems and data it works with: Practice management systems, internal technical and regulation libraries, IBM FileNet document repositories
- Expected outcome: Technical questions are answered from the practice's own approved material, with the source attached for review.
Systems and data
Wired into what you already run
Agents read and update the core, policy, claims and origination systems you already run, through API and native connectors, so nobody rekeys anything and no parallel record is created.
Core banking and card systems
Policy administration and claims systems
Loan origination and management systems
Salesforce
Microsoft Dynamics
ServiceNow
IBM FileNet
AWS Contact Center
IT Help Desk
Product, rate and policy libraries
Business value
What you should expect
Value is proven on one real workflow before it is extended. These are the outcomes a Financial Services deployment is measured on.
Qualified time returned to qualified work
Routine servicing is absorbed by agents, so bankers, advisers and assessors spend their time on the cases that need their judgment.
One-pass resolution
Staff get client context, product terms and process steps in one place, so more inquiries close on the first contact instead of becoming call-backs.
Peaks absorbed without seasonal hiring
Renewal cycles, enrollment windows and market events are handled at volume across every channel, without rostering for a peak that occurs a few weeks a year.
Evidence by default
Answers are grounded in your approved product and policy content and every interaction is logged and reviewable, which is what makes the record defensible later.
Common questions
Financial Services, answered
What can an AI agent do in a bank or insurer?
On the customer side it handles balances and statements, payments, card and account servicing, quotes and renewals, application status and first notification of a claim. On the staff side it supplies client context, product terms, policy rules and next steps while the customer is still in the conversation. Advice and underwriting judgment stay with your people.
How do you keep it from giving financial advice?
Agents answer only from your approved product and policy content, using retrieval-augmented generation, and return the source with the answer. Anything advice-led is escalated to a licensed person under rules your compliance team sets, rather than answered.
Which systems do these agents connect to?
The ones you already run, through API and native connectors: core banking and card systems, policy administration and claims, loan origination, and enterprise platforms such as Salesforce, Microsoft Dynamics, ServiceNow, IBM FileNet and AWS Contact Center. Records are read and updated in place.
Is every interaction auditable?
Yes. Agents run inside the governance model you already operate. Access follows role-based permissions inherited from your existing identity provider, retention is set by your policy, and every interaction is logged and reviewable as evidence.
How does a deployment start?
With a focused proof of value on one real workflow, such as card servicing or renewal handling, measured on outcomes your team already reports, before any platform commitment.
Explore
Browse the Financial Services agents
Every agent above has its own page in the catalog, with the channels it runs on and the workflows it is pre-configured for.
Banking agents
Retail, corporate and card agents for customers, front-line staff and marketing.
Insurance agents
General, life, home and health insurance servicing, claims and agent support.
Financial services agents
Non-bank lending, housing finance and investment servicing.
Accounting agents
Client servicing for practices, and technical lookups for qualified accountants.
Get started
See how Averroes supports your Financial Services team
Start with a focused proof of value on one real workflow. No platform commitment until the outcome is demonstrated.