Financial Services
In finance, trust and efficiency are strategic.
Fast, secure and personalized service strengthens credibility, builds customer loyalty and drives results in a competitive market.
- Voice biometrics
- Identity verified in 4 s
- Agent
- Received the conversation with summary and history
Photo: Magnific
What the market shows
- 81%
- of customers expect to resolve financial matters quickly through digital channelsPwC Global Financial Services Survey, 2023
- up to 50%
- increase in online customers with integrated digital serviceMcKinsey Insights, 2023
- up to 25%
- reduction in operating costs with integrated digital serviceMcKinsey Insights, 2023
Before and after
Your financial customer service, with and without Dialogi.
- Customers answer a string of questions to prove who they are
- Receipts sent as photos and typed in by hand
- Collections by SMS with the reply lost somewhere else
- Reclame Aqui and Procon handled in another system
- Recordings scattered when the audit asks for them
- Voice biometrics verify identity with 4 seconds of audio
- Text extracted from the image for the agent
- Campaigns with replies landing in the same queue
- Public complaints in the same queue, with the customer's history
- Metadata and transcript of every interaction for one year
A day in the operation
Security without friction, service without repetition.
In financial services, every extra security question is friction, and every repeated piece of information is distrust. Dialogi removes both without giving up control.
Morning
Confirm who it is without a list of questions
Four seconds of audio confirm identity, without the string of questions about personal data that drags out the conversation and irritates the person on the other end.
Reply without asking for the history again
The agent sees the customer's history on any channel — what they've already asked for, disputed or resolved. They reply with context, without asking again for what the customer already explained yesterday on another channel.
Read the receipt the customer photographed
The photographed receipt arrives as text, ready to check.
Afternoon
Adjust the tone mid-conversation
Sentiment analysis identifies emotions in voice and text while the conversation happens. The agent sees when the customer is losing patience and adjusts the reply before it turns into a complaint.
Find the interaction when the audit asks
Date, time, identifier and transcript of every interaction are kept for one year. When the audit asks for a conversation, it is there, complete, not scattered across recordings in different systems.
Evening
Collect and get the reply in the same queue
Notifications and collections go out by two-way SMS. When the customer replies — to negotiate, dispute or say they've already paid —, the reply lands in the same agent queue, with the history attached.
In practice
A charge dispute, from start to finish.
- WhatsApp
The customer disputes a charge
They write and send a voice note explaining the problem. The voice note arrives transcribed in the chat.
During the conversation
- WhatsApp
Identity is verified
Four seconds of the voice note are enough for voice biometrics to confirm who it is, without a list of questions.
During the conversation
- WhatsApp
The receipt becomes text
The photo of the receipt is read, and the agent sees the details without typing anything.
- Platform
The interaction is recorded
Tagged by request type and stored with a transcript for one year, ready for audits.
After the conversation
The modules behind it
What runs behind every financial service interaction.
FAQ
What people usually ask.
Four seconds of audio are compared with the customer's voiceprint recorded in previous calls, through an API request within the interaction itself.
The platform is built on the controls of the ISO 27001 standard, with end-to-end encryption and compliance with LGPD and GDPR. Files exchanged in conversations can stay in your company's own cloud.
Yes. Notification and collection campaigns go out by two-way SMS, and the customer's reply lands in the same service queue.
Talk to people who know financial services.
