Solutions by industry / fintech
AI support for fintech, where a guessed answer is a compliance problem
Fintech support has a narrow margin for error. Most questions are routine (how do I verify my identity, when does a transfer land, what are the limits), but any answer that touches account state, money movement, or eligibility must be right or must go to a person. Generic chatbots fail here because they fill gaps with plausible text.
SupportHQ answers only from content you approve, says when it does not know, stores the exact instructions behind every reply for audit, and escalates on rules you write: anything involving a specific transaction, identity, or a dispute goes to your team.
What fintech support teams run into
- Routine verification and timing questions flood the queue at every hour.
- Any incorrect statement about limits, fees, or eligibility is a compliance risk.
- Disputes and fraud reports must reach a person immediately with full context.
- Every automated reply may need to be reviewable later.
Questions the agent answers on its own
From your approved content, in the customer's language, at any hour.
- "How long does identity verification take?"
- "What documents do you accept?"
- "When will my transfer arrive?"
- "What are the daily limits?"
- "How do I report a transaction I do not recognize?"
- "Is my money insured?"
- "How do I close my account?"
When it hands off to your team
With its own reason, an urgency, and a summary. Your team is notified by email, Telegram, or SMS.
- Any unrecognized transaction or fraud report: escalate immediately with no troubleshooting.
- A question about a specific transfer or balance: collect the reference and hand off.
- A complaint or a dispute: always a person, following your complaints process.
- A verification that failed: escalate with the reason the customer saw.
What to load into the knowledge base
- Public help center and FAQ
- Fee schedule and limits page
- Verification requirements and accepted documents
- Terms, disclosures, and complaint process
- Approved response templates from compliance
Channels
Website widget on the marketing site and inside the app, and Telegram for markets where customers live there. One inbox, role-based access, exportable audit trail.
Setup, in practice
Load only compliance-approved content. Write strict escalation rules: transactions, identity, disputes, complaints, anything asking for account-specific information. Keep the agent role to support with a formal tone. Review the audit trail weekly. Export conversations for record keeping as needed.
FAQ
Will the agent state a limit or fee that is not in our approved content?
No. It answers only from content you approved. If the answer is not there it says so and escalates. Guardrails against making things up and against prompt injection ship with the platform.
Can we audit what the agent said and why?
Yes. The exact instructions behind each answer are stored, every conversation is in the inbox with full history, and conversations can be exported as JSON or CSV.
Does the agent have access to customer accounts?
No. It has no connection to your ledger or accounts. It answers from your knowledge base and collects what your team needs for a handoff.
Who can see conversations?
Role-based access with Owner, Admin, and Viewer roles. Company data is scoped and isolated by default.