Time
Callers get routine answers without waiting for a representative. When one joins, they already know what was said.
For credit card and debit card servicing
AlexAI: AI customer care
for financial institutions.
Alex answers routine account questions from your own records, and brings in a customer representative when a call needs one.
- Alex: Hi, this is Alex and thanks for calling. This call is recorded for quality and compliance purposes. How can I help you today?
- Caller: What's my balance?
- Identity verified.
- Alex: Your balance is $332.83.
- Caller: And what's the minimum?
- Alex: Your most recent statement, for September 2026, shows a minimum payment due of $28.31.
- Caller: And can you take off that late fee?
- Alex: Let me bring in a representative for you. Please hold for just a moment.
- Representative joins the same call.
- Representative: Hello, you're through to the card team. I can see you're asking about a late fee.
What it does
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Answers routine questions from your records: balances, statements, payments and recent charges.
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Knows what it can't answer, and says so.
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Hands complex calls to a customer representative, on the same call.
How a call works
One call, start to finish.
Your customer
calls with a question
asks
Alex
verifies identity, answers from your records
hands over, same call
Customer representative
joins when a person is needed
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Your customer calls. Alex answers.
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Alex verifies identity. No account details are shared until it knows who is calling.
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Alex answers from your records. Balances, statements, payments and recent charges.
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Needs a person? Alex offers to bring in a customer representative. A lost card or suspected fraud goes straight through.
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The representative joins the same call. They already know what was said. If nobody is free, the caller is told, and Alex keeps helping.
You decide when your team is available. Your team can work nights, or leave after-hours calls to Alex.
Why it helps
Cost
Routine questions are handled without a representative, so your team can focus on the calls that need them.
Accuracy
Answers come only from your records, never guessed. If Alex can't answer, it hands the call to a representative.
What Alex handles
What Alex answers, and what goes to your team.
Alex answers these after verifying the caller
- “What's my balance?”
- “Is my account active? Am I behind on payments?”
- “What's the minimum on my latest statement?”
- “What was my March statement?”
- “What was my last payment?”
- “What was that charge?” Found in recent activity, or by date, shop or amount
- “What's my credit limit, and how much is left?”
- “Am I over my limit, and by how much?”
- “What rate am I paying on purchases, or on cash advances?”
- “What are the fees on this account?”
- “What's your policy on…” Answered from your own documents
These, and anything not listed, go to a customer representative
- “When is my payment due?”
- “I want to set up a payment.”
- “Was I charged a late fee? Can you take it off?”
- “My card's been stolen.” “I think this is fraud.” Put straight through
- “My payment hasn't shown up.”
- Anything about a large transaction
- Anyone Alex cannot verify as the account holder
Security
Your data is kept separate and on record.
- Each client's data is kept separate. No other company can see it.
- Recording and disclosure are configurable per company, including a statutory mode in which every call is recorded and the caller is told so at the start.
- Each call leaves a record: the recording and the transcript with any gaps marked, plus a summary when the call is handed to a representative.
- When you ask us to delete a call's recording, we delete it from our storage and log that we did.
We set up your line and workspace with you.
Security details
Put Alex on one line
and listen to it work.
Start with one line, alongside your team. We set it up with you. Then you listen to the calls and read the records.
Access to a workspace is reviewed before an account is opened.