Instant service within your risk frame.
Balance checks, disputes, and onboarding on voice and chat—agents bound to approved knowledge, with audit trails and human escalation when policy requires it.
Tier-1 coverage
Off-script answers
Policy-grounded
Audit trail
Every interaction
Customers want speed. Risk wants control.
Simple questions flood the call centre. Apps confuse. Every new script waits in compliance—while queues grow at month-end.
Scale contact. Contain risk.
Knowledge-bound agents handle tier‑1 on approved rails; sensitive flows escalate with transcripts; Trust & guardrails keep regulators and internal risk aligned.
From first message to measurable outcome.
Customer reaches you
Customer authenticates per your rules (OTP via SMS, last-4 digits, device binding).
Agent + knowledge
Product and fee explanations reference regulated disclosure library.
Workflows & tools
Core banking / card processor tools for limits, M-Pesa disputes, and payment reminders.
Human handoff
Complex restructuring or hardship flows to specialist queue with risk flags.
Supervisor view
Compliance sees redacted transcripts, policy violations, and escalation reasons.
Example: M-Pesa transaction dispute
SACCO or fintech customer reports unrecognised KES 12,000 debit via WhatsApp.
User reports unrecognised KES 12,000 debit on chat after OTP step.
Agent cites dispute timeline and provisional credit rules from KB.
Workflow opens dispute case in processor; provisional credit if eligible.
Fraud pattern match → fraud ops with device + merchant metadata.
Ops reviews queue depth, SLA, and % fully resolved without branch visit.
Modules that work together
Voice and chat service
- Account FAQs and status on approved data
- Dispute and intake with structured capture
- Warm transfer with full transcript
Governance
- Content policies and approved sources only
- Audit logs for every agent action
- Role-based access for teams and BUs
Operational insight
- Volume, CSAT, and escalation reasons
- AI vs human mix you can tune
- Cost-to-serve views for leadership
Faster service. Defensible controls.
Compliance-first walkthrough for your products and channels.