Secure service at scale.
Balance inquiries, disputes, and onboarding on voice and chat—with guardrails, audit, and human escalation built in.
Tier-1 call volume
Unapproved answers
Policy-bound agents
Avg. resolution time
Call centres cost. Apps confuse.
Customers still call for simple questions. Digital adoption stalls when support is not instant.
Modern service within your risk frame.
Trust & guardrails, knowledge-bound agents, and full audit trails for regulators and internal risk.
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 & chat
- OTP and auth flows
- Account FAQs
- Dispute intake
Governance
- Content policies
- Audit logs
- Approved sources only
Insights
- Volume and CSAT trends
- Escalation reasons
- Cost-to-serve views
Scale service without scaling risk.
Compliance-first walkthrough for your use cases.