AI voice agent development for banking

AI Voice Agents for Banks, Credit Unions and Lenders

We build custom AI voice agents that verify the caller, read your core in real time, take the action, and hand off to your team with the full story. Built on your stack, inside your guardrails, and owned by you.

AI Platform Partners

OpenAI Select Partner Claude Partner Network

Discuss Your Project Goals

Tell us which call you would hand off first. We will follow up to scope the right starting point.

The Call Today

Here Is What Happens to That Call Today

A composite, illustrative scenario, not a client story.

Maria’s call to her credit union Unresolved until the next morning
  • 9:47 PM — Card goes missing

    Maria notices her debit card is gone. She calls her credit union. A menu asks her to press 4 for cards. Press 4 tells her the branch is closed and offers a voicemail box.

  • 9:49 PM — Leaves a voicemail

    She leaves a message, then lies awake wondering if someone is using the card.

  • Next morning — Calls back

    In the morning she waits on hold again, explains everything from the start, and gets transferred twice.

Nobody on your team did anything wrong. The phone system simply could not do the one thing Maria needed: check her card and stop it. The data to do that was sitting in your core the whole time.

The Same Call, With an Agentic Voice Agent

Now the Same Call, Handled by an Agent Built for Your Bank

Same member, same time, same core system. Different outcome.

Verify

The agent answers on the first ring and asks Maria to verify, using the exact checks your policy requires.

Read the core

It reads her card status live from your core, not from last night's copy.

Act

It freezes the card and orders a replacement, because you gave it permission to do those two things and nothing more.

Escalate

Maria mentions an unrecognized charge. The agent does not decide the dispute. It opens a case and books a fraud team callback.

Hand off

Your team starts the morning with the transcript, the actions taken, and the open question already written down.

The agent did not guess. Every fact came from your systems, and every action stayed inside limits you set.

What agentic AI means

What Agentic AI in Banking Actually Means

Agentic AI in banking completes a task, not just a conversation: it understands what the customer needs, acts in your systems, and knows when to bring in a person. Unlike conversational AI, which mostly answers questions, it can freeze a card, take a payment, update an address, or book a loan callback, then write the record back to your core and CRM.

Phone menu or chatbot
Member interaction Options only
Data source Fixed script
Handoff Cold transfer
OutcomeStill on hold
Agentic voice agent
Member interaction Does the task
Data source Live systems
Handoff Full context
OutcomeTask done

Writes the result back to your core and CRM.

Three Calls We Build For

Three Calls Your Team Takes Every Day

Member service

Member and customer service

Balances, recent transactions, lost cards, address changes, loan status. These calls are routine, high volume, and often arrive after hours. The agent handles them end to end and passes anything sensitive, like bereavement or a complaint, to a person with a warm transfer.

Discuss this workflow

Collections

Collections and recovery

AI debt collection only works if every call follows the rules. The agent gives the required disclosure first, verifies the right party, takes a payment or a promise to pay, and sets up an arrangement. If the borrower disputes the debt, mentions hardship, or asks you to stop calling, it hands off and logs it.

Discuss this workflow

Lending

Lending and loan intake

AI in lending is mostly about speed. The agent calls a new applicant back in minutes, collects intake details, chases missing documents, and answers status questions. It never quotes a rate or makes a credit decision. It books a licensed loan officer instead.

Discuss this workflow

Need an AI voice agent? We'll build it for your business. Let's talk.

Discuss Your Project Goals

Where the AI Stops

The Most Important Design Decision Is Where the AI Stops

Before we write any code, we agree with your team which tasks the agent owns, which need a check, and which always go to a person.

  • Verification
  • Balances
  • Card freeze
  • Address updates
  • Payment intake
  • Loan status
  • Document chasing
  • Payment arrangements
  • Soft credit authorization
  • Fee reversals within limits you set
  • Credit decisions
  • Rate quotes
  • Dispute outcomes
  • Hardship and vulnerable customers
  • Complaints

Your rules decide the colors, not ours. They become fixed parts of the system, not instructions the model is asked to remember.

Guardrails Your Risk Team Will Ask For

Guardrails Your Risk Team Will Ask For, Built in From Day One

AI voice for banking is held to the same rules as a person on the phone. So we build those rules into the system, where they cannot be skipped.

1Disclosures as fixed steps

Required statements, like the debt collection notice, play before anything else. The model cannot talk past them.

2Call limits in the dialer

Frequency caps, such as Regulation F limits for collections, are counted by the system, never by the AI.

3Consent you can prove

TCPA consent is checked before an outbound call, and "stop calling me" is caught mid-call and written to your suppression list.

4Recording consent by state

Callers in two-party consent states hear the right prompt, and their answer is logged.

5Card data kept out

Card numbers are captured by keypad and never reach the transcript or the model.

6Facts only from approved sources

Answers come from live core data or your approved knowledge base, nothing else.

7A full record of every call

Recording, transcript, disclosures with timestamps, consent state, and every system action, ready when an examiner asks.

8A kill switch

Your team can pause the agent or narrow what it is allowed to do at any time.

Your compliance team signs off on each control in writing before the agent takes a live call.

How we build it

Start With One Call Type, in Front of the Phone System You Already Have

You do not need to replace your IVR, port your numbers, or change carriers to start.

Discuss Your Project Goals
PhaseFocusDurationStatus
DiscoverMap every system it touchesWk 1PREP
DesignRules, guardrails, risk sign-offWk 2PREP
PilotSmall slice of live callsWk 3-6LIVE
ScaleMore call types and channelsOngoingLIVE
Start with one call typeNo IVR replacement needed

Engagement models

Build and Deliver

We build it, you run it.

Operate and Maintain

We keep running it for you.

Build, Operate, Transfer

Then it moves fully to your team.

Proof

We Build Voice Agents for Ourselves First

Real-world experience shapes every agent we build.

Built In-House

Lumi, our own voice agent

Lumi is our conversational voice AI for customer service. Building it taught us what breaks in real calls: interruptions, accents, silence, and knowing when a human is needed. That experience shapes every agent we build.

Experience Lumi

  • ISO-certified delivery

  • 100+ projects across CRM, data and AI

  • Custom agents with LLMs, RAG and LangGraph

  • One dedicated full-time consultant per project

  • Clear scope, upfront quotes, and approval-based billing

FAQs

Questions Banks and Lenders Ask First

What is agentic AI in banking?

v
It is AI that completes banking tasks, not just conversations. An agentic voice agent verifies a caller, reads live data from your core, takes an approved action like freezing a card, and hands off to a person when the task needs judgment.

Will the AI make up account details or product terms?

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It should not be able to. We limit answers to live system data and your approved content, and anything outside that scope goes to a person.

Do we need to replace our IVR or core?

v
No. The agent connects to your existing core, LOS and CRM through their APIs or middleware, and sits in front of your current phone system during the pilot.

Can it handle collections calls safely?

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Yes, when the rules are built into the system. Disclosures, call limits, consent and handoff triggers are fixed steps, and every call is recorded and logged.

Do you build AI for financial services beyond banking?

v
Yes. For insurers, see our AI agents for insurance page. This page covers banks, credit unions, lenders and collections teams.

Who owns the agent once it is built?

v
That depends on the engagement model you choose. With Build, Operate, Transfer, the agent and the knowledge to run it move to your team.

Tell Us Which Call You Would Hand Off First

Bring one call type and a rough picture of your systems. We will tell you honestly whether an agentic voice agent is the right fit, what it would touch, and where it should stop.