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 independently, coordinating decisions, actions, and handoffs across systems while keeping humans in the loop where oversight is required.
The Account servicing agent enables bank customers to resolve common service requests on their own, without waiting for a human agent. Customers can check account balances, review transactions, manage cards, and initiate transfers through a natural conversation in real time, at any hour. The agent pulls live data from Creatio, updates records during the conversation, and creates service requests for tasks that require follow-up by a support team.
The agent is built and managed in Creatio AI Studio and can be deployed on voice and chat communication channels.
Customer authentication
Before the agent accesses any account data, it verifies the customer's identity. The authentication step is the same regardless of the 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 the last four digits of an SSN — and cross-checks them against records in Creatio. The conversation continues only after the identity is confirmed.
What the agent can do
Once a customer is authenticated, the agent can handle a range of service requests directly within the conversation.
Account and transaction information. The agent retrieves live account data from Creatio, including current balances, interest rates, and transaction history. It can look up a specific transaction, for example, confirm that a refund from a merchant was posted.
Card management. If a customer reports a card as lost or stolen, the agent locks the card immediately and sets the reason in Creatio. The status change is visible in the system in real time.
Service requests. For tasks that require 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 receives confirmation that the request was registered.
Bank transfers. In the chat channel, the agent can initiate a bank transfer on the customer's behalf. It identifies the source account, looks up a recipient from the customer's transfer history, collects the amount and a payment comment, and prepares a transfer draft. The draft is sent to the customer's banking app for final confirmation. After the customer confirms the transfer in the app, the transaction record in Creatio is updated accordingly.
Communication channels
The Account servicing agent operates on the following channels. Each channel uses the same underlying agent logic, authentication 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, for example, card status changes, new service requests, are written to Creatio while the conversation is in progress.
- Chat. The agent is embedded as a chat widget on the bank's website. Customers interact through typed messages. The chat channel supports the same authentication and account operations as voice, and additionally enables the agent to prepare transfer drafts for confirmation in the banking app.