López de Hoyos Street 64, 1G. 28002 Madrid, Spain
Financial Voicebot 24/7 for automatic attention
International Bank
Voice AI, Automation of Attention, Content Integration, 24/7 Support
We developed a 24/7 intelligent telephone channel capable of responding to frequent queries related to financial products of a bank, associated services and routine operational matters of the automotive sector. The objective: standardize the message, download the human team from repetitive calls and offer immediate attention at any time of the day. The system answers questions from prospects as well as clients, providing clarity, speed and consistency without the need for human intervention.
Challenges
- High volume of repetitive calls: Most of the attention team was dedicated to answering the same questions like financing, conditions, documentation and basic operations.
- Need for a unified and official message: It was essential to ensure that all information provided by voice was consistent, precise and approved by the corresponding department.
- Attention outside business hours: Users demanded information also at night, weekends and holidays, generating waiting times or unavailability.
- Constant content update: Financial and operational conditions change frequently, so the system should be easy to update without complex technical processes.
Key Success Factors
Natural and professional voice model
A voice generated by AI with clear tone, professional and consistent with corporate communication, guaranteeing a close and reliable auditory experience for prospects and clients.
Content validated and easily updated
The system is fed by approved scripts and FAQs by the company's team. The platform facilitates autonomous content update, ensuring that the information is always up to date without technical intervention.
Automation and 24/7 availability
The intelligent telephone channel allows handling a high volume of queries at any time of the day. Automation reduces the human team's load and ensures immediate response times.
Message homogenization and operational efficiency
The Voicebot ensures that the information provided is consistent, precise and unified. This avoids variations between agents and reduces repetitive calls, allowing the team to focus on higher-value tasks.
Methodology
Analysis of the real flow of queries
Voice AI model training
Conversational orchestration with LangChain
Intelligent intention routing.Tool calling to access internal functions.Session-controlled conversational memory.
Integration with the telephony infrastructure
Analysis of the real flow of queries
Voice AI model training
Conversational orchestration with LangChain
Intelligent intention routing.Tool calling to access internal functions.Session-controlled conversational memory.Integration with the telephony infrastructure
Results
- Significant reduction of repetitive calls, freeing up the attention team's time to manage higher-value cases.
- 24/7 availability, offering information even outside business hours without increasing operational costs.
- Immediate response times, eliminating waiting times and improving the user's experience.
- Total consistency in communication, thanks to a unified message and approved by content responsible.
- Autonomous content management, allowing rapid and secure updates by the internal team.
- Greater operational efficiency, with a more balanced and predictable attention flow.