Account servicing agent
The Account servicing agent is part of Creatio's autonomous banking agent portfolio for Bank.AI. Unlike AI assistants that suggest actions for a human to carry out, autonomous agents execute end-to-end workflows on their own. They coordinate decisions, actions, and handoffs across systems while keeping humans in the loop where oversight is required.
The Account servicing agent lets bank customers resolve common service requests without waiting for a human agent. The agent can:
- Check account balances, interest rates, and transaction history.
- Lock a lost or stolen card and log the reason in Creatio.
- Create a service request and assign it to the support team.
- Initiate a bank transfer and send a draft to the customer's banking app.
Customers interact through a natural conversation in real time, at any hour. The agent pulls live data from Creatio and updates records during the interaction.
The agent is built and managed in Creatio AI Studio and can be deployed on voice and chat channels.
The Account servicing agent is installed separately. To add it to your Bank.AI configuration, contact your Creatio success manager.
Customer authentication
Before the agent accesses any account data, it verifies the customer's identity. The step is the same on every channel. The agent asks for a combination of personal details:
- Full name
- Date of birth
- Phone number
- Last four digits of a bank card or SSN
The agent cross-checks the details against records in Creatio. The interaction continues only after identity is confirmed.
What the agent can do
Once a customer is verified, the agent handles service requests directly within the interaction.
Account and transaction information. The agent retrieves live data from Creatio: current balances, interest rates, and transaction history. It can look up a specific transaction — for example, confirm that a merchant refund was posted.
Card management. If a customer reports a card as lost or stolen, the agent locks it at once and sets the reason in Creatio. The status change is visible in the system in real time.
Service requests. For tasks that need further processing — for example, issuing a replacement card — the agent creates a service request in Creatio and assigns it to the support team. The customer gets confirmation that the request was logged.
Bank transfers. In the chat channel, the agent can initiate a transfer on the customer's behalf. It finds the source account, looks up a recipient from the transfer history, and collects the amount and a payment comment. The agent prepares a draft and sends it to the customer's banking app. After the customer confirms in the app, Creatio updates the transaction record.
Communication channels
The Account servicing agent runs on two channels. Both use the same agent logic, identity verification flow, and access to Creatio data.
- Voice. The agent handles real-time phone calls. It speaks with the customer, processes spoken responses, and performs account operations during the call. All updates — card status changes, new service requests — are written to Creatio while the call is in progress.
- Chat. The agent runs as a chat widget on the bank's website. Customers interact through typed messages. The chat channel supports the same operations as voice and also lets the agent prepare transfer drafts for confirmation in the banking app.