AI Contact Center for Banks, Fintechs, and Wealth Managers
Automate account services and status questions, and keep regulated advice with your licensed advisers.
Financial services contact centers carry two competing pressures: customers expect instant, 24/7 self-service for routine account matters, while regulators demand that advice, suitability assessments, and product recommendations only come from authorized individuals. Lobbi is built for exactly this tension — automating the first category, with scope rules and quick routes that guard the second. Account balances, transaction history, loan status, card management — handled by AI through your systems' APIs. Anything that requires regulatory authorization, for example under FCA or MiFID II rules — routed to a licensed adviser.
Customer Service Challenges in Financial Services
The financial services contact center has unique constraints that make generic automation tools a compliance liability rather than an asset.
Regulatory Boundaries for AI
Generic chatbots deployed in financial services regularly cross regulatory lines — recommending products, implying suitability, or making statements that constitute financial advice without authorization. The reputational and regulatory exposure is significant.
Fraud Response Speed
Fraud detection fires alerts in milliseconds — but human agents can take 20+ minutes to reach and verify the affected customer. During that window, additional fraudulent transactions can clear. Real-time AI verification closes the gap.
KYC and Onboarding Drop-Off
Complex KYC requirements cause significant drop-off during account opening. Customers abandon the process when they hit document upload friction or wait days for manual verification. Each drop-off is lost revenue and a failed acquisition.
Collections Compliance Complexity
Early-stage collections outreach must be frequent enough to recover payments but structured carefully to comply with consumer credit regulations. Manual agents require intensive training and monitoring. Mistakes carry regulatory penalties.
How Lobbi Transforms Financial Services Customer Engagement
Lobbi connects to systems that expose a REST API — such as your core banking system or CRM — giving the AI account data during the conversation while scope rules keep it inside its approved topics.
Guardrails for Regulated Topics
Scope rules keep the AI on approved topics with a configurable off-topic response, and quick routes send anything touching regulated advice, suitability, or investment recommendations to a licensed adviser. Prompt-injection and jailbreak detection and logged safety checks protect the bot. Voice calls can be recorded and transcribed with speaker separation, and platform access is secured with two-factor authentication and IP whitelisting.
Fraud Alert Verification
Coming soon: with Outbound AI, Lobbi will call or message a customer when your fraud engine flags a transaction. Today, customers who call or chat about a suspicious transaction are checked with verification questions validated against your systems, the AI can freeze the card through your API, and the case goes to a fraud specialist with priority.
Guided Onboarding Support
The AI walks new customers through onboarding steps with guided flows — fixed questions, conditional branching, and a transfer to your team at the end. Identity checks use verification questions validated against your systems via integration. Verification decisions stay with your compliance team.
Self-Service Account Management
Balance inquiries, transaction history, card limits, direct debit management, address updates — the AI handles account self-service through your core banking API, after identity checks validated against your systems. Before it executes an action such as an address change, the AI asks the customer to confirm.
Audit Log and GDPR Tools
Every login and configuration change is recorded in the audit log with before and after values, kept for 365 days. GDPR tools let you export a customer's data, erase a contact, and anonymise contacts automatically after a configurable inactivity period. Call recordings are deleted automatically after the retention period you set.
Loan and Application Status
The AI tells applicants where their mortgage, personal loan, or credit card application stands — through an integration with your loan origination system — taking over the high-volume "where is my application?" contact category.
Common Financial Services Use Cases
How banks, fintechs, and wealth managers deploy Lobbi across the customer lifecycle.
Lost or Stolen Card Reporting
Customer reports a lost card at 11 PM. AI checks identity with verification questions validated against your systems, freezes the card through your card system's API, confirms the replacement timeline, and creates a ticket — at any hour.
Transaction Dispute Intake
AI collects dispute details in a guided flow, checks the transaction in your system through an integration, and creates a ticket with an AI summary — structured for your disputes team to review.
Digital Account Opening
Lobbi answers questions during the account opening journey and guides applicants through the steps and the documents they need — reducing abandonment through conversational assistance. Verification itself stays in your onboarding systems.
Payment Plan Conversations
When a customer in arrears gets in touch, the AI discusses their situation, offers the payment plans your systems mark as eligible, and records the arrangement through your API after the customer confirms.
Investment Account Status
Wealth management clients check portfolio values, recent transactions, and account summary via voice or chat — factual account data from your systems only, with routing to an adviser if they want recommendations.
Blocklist for Known Bad Actors
Block or flag contacts by phone number, email, email domain, IP range or WhatsApp user ID, with a reason and an optional expiry. The rule applies on every channel and from the agent desktop, and every match is logged.
Frequently Asked Questions
How does Lobbi keep the AI from giving regulated financial advice?
Lobbi keeps the bot inside the topics you approve. Scope rules define what the AI may discuss and give a configurable response for everything else, and quick routes send questions about investment recommendations, suitability or regulated product comparisons straight to a licensed adviser without the language model answering. The AI handles account services, status updates and general product information. When an agent takes over, AI messages are clearly labelled in the chat, so it is always visible what the bot said.
Can Lobbi handle fraud alert verification?
For inbound contacts, yes. When a customer calls or messages about a suspicious transaction, the AI checks identity with verification questions validated against your systems, can freeze the card through your API after the customer confirms, and routes the case to a fraud specialist with priority. Calling or messaging customers the moment your fraud engine flags a transaction is part of Outbound AI, which is coming soon.
Does Lobbi support identity verification for financial onboarding?
Lobbi supports identity checks through verification questions validated against your systems via integration, on voice and chat. Guided flows collect the required information step by step and hand over to your compliance team. Lobbi does not verify documents itself; it can call your existing identity verification API, and final KYC decisions remain with your compliance team.
How does Lobbi protect customer data and support GDPR?
Lobbi is hosted in the EU and provides GDPR tools: export a contact's data, erase a contact, automatic anonymisation after a configurable inactivity period, and a per-contact retention exclusion. Call recordings are deleted automatically after the retention period you set. An audit log records logins and every configuration change with before and after values for 365 days, and access is protected with role-based access, two-factor authentication and IP whitelisting. These controls support your obligations under GDPR and financial regulations. Talk to us about the specific compliance requirements of your deployment.
Can Lobbi manage collections and payment reminder outreach?
Not yet as AI outreach. Payment reminders and missed-payment notifications sent by the AI are part of Outbound AI, which is coming soon. Today the AI handles inbound collections conversations — explaining the amount due and discussing eligible payment plans through your systems' APIs — and your agents can place outbound calls and send emails from the desktop, with a ticket created automatically. Escalation policies and priority rules make sure these tickets reach the right team in time.
Ready to Transform Your Financial Services Contact Center?
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