AI Agents
Agentic voice assistants that verify identity, answer account questions, resolve disputes, schedule callbacks, and update your systems—so teams focus on value, not hold music.
Overview
High volumes, strict controls, and complex policies strain ops. FinTech Voice AI Assistants handle first-response, KBA/SCA authentication, self-service flows (balances, card status, wires), dispute intake, and fraud alerts across phone and web—then push clean notes and fields to your CRM/CS/ticketing. With RAG-powered playbooks, agents retrieve fee schedules, dispute reason codes, card program rules, and compliance language to give accurate, on-brand answers—every time.
How it Works
Understands requests: FinTech-tuned ASR + NLU detect intents (balance, card lost, transfer status, dispute, KYC/KYB, loan payoff).
Authenticates safely: KBA, OTP, PSD2/SCA prompts; step-up when risk signals appear.
Retrieves knowledge (RAG): Pulls from product/fee docs, dispute tables, limits, SLAs, program terms, and compliance policies.
Looks up & routes:Checks CRM/core, card processor, fraud engine, and calendars; routes to right queue/owner.
Takes actions: Lock card, reissue, status a transfer, open dispute case with reason codes, file claims, schedule callbacks, send recaps.
Guardrails: PCI-aware DTMF masking & pause/resume, consent/recording disclosures, PII redaction, human handoff, full audit trails.
Renata Sarvary
Sales Manager
KYC/AML checks, OTP & card-security flows, dispute handling, balance & transfers, loan status, payment reminders—handled by Voice AI and logged to your core systems.
Schedule a Free CallServices & Solutions
Handle KYC, OTP, balance, payments, and dispute flows with voice AI that logs every interaction—secure, compliant, and audit-ready.
Balances, statements, card lock/unlock, reissue, travel notice.
Use case: Reduce queue load and speed resolution.
Key skills: KBA/OTP, PCI-aware capture (DTMF/pause-resume), core lookups, recap SMS/email.
Sample flow: Authenticate → intent classify → perform action (lock card) → confirm → log to CRM/ticket.
Outbound callbacks on suspected fraud; collect confirmations or block.
Use case: Contain fraud losses without overwhelming agents.
Key skills: TRisk score checks, step-up auth, transaction confirmation, block/unblock, warm transfer.
Sample flow: Customer receives automated callback → confirms or denies suspicious transaction → AI agent verifies identity via step-up authentication → triggers card block/unblock → escalates to live agent if needed.
Guides customers through dispute intake with reason codes & evidence.
Use case: Improve win rate and reduce reopens.
Key skills: Merchant/amount/date capture, evidence checklist, timelines/disclosures by scheme, case creation.
Sample flow: Authenticate → categorize reason (e.g., goods not received) → collect evidence → open case → provide SLA & tracking.
Explains requirements, captures details, schedules follow-ups.
Goal: Reduce drop-off in onboarding
Key skills: Checklist guidance, doc reminders, secure handoff links, status updates.
Sample flow: Inbound query → eligibility Q&A → send secure link for docs → schedule follow-up → update CRM/core status.
Testimonials
“They really understand what we need. They’re very professional.”
Sergio Artimenia
Commercial Director, RNDpoint
“We appreciated the impactful contributions of Plavno.”
Thien Duy Tran
Product Manager, T-Rize Group
“We are very satisfied with their excellent work”
Michael Bychenok
CEO, MediaCube
“They have a clear understanding of what the end user needs.”
Helen Lonskaya
Head of Growth, Codabrasoft LLC
“The app was delivered on time without any serious issues.”
Mitya Smusin
Founder, 24hour.dev
From idea to live in days
CCaaS (Twilio, Five9, Genesys), Core/Banking (Temenos*, Mambu*, FIS*/Fiserv*), Card (Marqeta*, Galileo*, Lithic*), Processors (Stripe*, Adyen*, Checkout.com*), Fraud/Risk (Sift*, Forter*, Feedzai*), KYC/AML (Persona*, Alloy*, Onfido*, Trulioo*), Open Banking (Plaid*, Tink*), CRM/CS (Salesforce Service*, Zendesk*), Ticketing (ServiceNow/Jira).
Authentication, account self-service, fraud alerts, dispute intake, payment status, callbacks & summaries.
Regions, hours, languages, consent, PCI masking, escalation rules, retention.
Lost/stolen, travel notice, dispute intake & reason codes, ACH/wire status, SCA step-up, payment failure.
Shadow mode, QA analytics, supervised transfers.
Add programs, geos, languages; extend to loans/wealth support.
Average Handle Time reduced thanks to automated KYC, authentication, and dispute flows.
More queries resolved on the first call with AI-driven self-service and real-time data access.
Higher containment rate as Voice AI handles end-to-end flows without human hand-off.
Use Cases
Balance & Card Requests: Handle balance checks, statements, or card status instantly via secure voice prompts — no waiting, no queues.
Card Activation & Limits: Activate new cards, reset PINs, or adjust spending limits with verified voice authentication.
Account Updates: Change contact info, link new devices, or update personal details with automated identity confirmation.
Lost & Replacement Cards: Report stolen or lost cards, trigger instant block, and auto-initiate replacement workflow.
Suspicious Activity Detection: Voice AI flags abnormal transactions and asks contextual verification questions before escalation.
Voice Biometrics Verification: Authenticate customers using biometric voiceprints and behavioral patterns to reduce social engineering risks.
Risk Notification Calls: Proactively notify users about blocked transactions or login attempts and confirm legitimacy in-call.
Fraud Case Logging: Auto-generate fraud case summaries with timestamps, STT transcripts, and CRM sync.
Case Intake Automation: Collect all dispute details, transaction IDs, and supporting data from the caller without agent intervention.
Evidence Assembly: Fetch receipts, emails, or chat logs and auto-attach to dispute forms for streamlined investigation.
Progress Tracking: Update users on claim status, deadlines, and refund timelines automatically via outbound voice updates.
Resolution Summary Generation: Summarize resolved cases into structured reports for compliance and audit trails.
Voice-Guided Identity Verification: Guide customers through ID uploads, liveness checks, and document confirmation.
Business Verification (KYB): Collect company data, beneficial owners, and registry numbers via conversational flow.
Name & Entity Pronunciation Capture: Store accurate pronunciations for smoother agent-customer interactions and cross-language clarity.
Compliance Audit Trail: Record all onboarding steps with timestamps and transcripts to meet AML/KYC audit standards.
Transaction Initiation: Start domestic or international transfers securely using voice authentication and OTP confirmation.
Scheduled Payments: Create, edit, or cancel recurring payments with real-time voice verification.
Payment Confirmation Alerts: Send proactive voice updates about completed or failed transactions, improving transparency.
Refunds & Adjustments: Process refund requests and auto-generate reconciliation reports for accounting systems.
Integrations
Temenos
Mambu
Fiserv
nCino
Marqeta
Galileo
Lithic
Adyen Issuing
Stripe
Adyen
Checkout.com
Apple Pay
Google Pay
Plaid
Tink
Forter
Salesforce/HubSpot; Zendesk/Freshdesk; core banking — Temenos/Finastra/FIS/Fiserv; payments — Stripe/Adyen/Checkout.com; open banking — Plaid/Tink; KYC/AML — Trulioo/Sumsub/Onfido; DocuSign/Adobe Sign; Twilio/Vonage; data stores — S3/Azure/GCP/Snowflake/BigQuery — via secure APIs/webhooks, OAuth2, and SSO/SAML. PCI-compliant vaults and custom adapters available.
Benefits
Authentication flows out of the box.
For accurate fee/dispute/compliance answers—no ad-hoc hallucinations.
With step-up auth and fraud signals.
And field updates to reduce admin.
Voice + captions; global numbers; time-zone awareness.
FCR, AHT, containment, chargeback reopen rate.
Phone, web, chat, voicemail callback.
Autoscaling; 99.9%+ platform uptime.
End-to-end voice flows built to meet PCI DSS, SOC 2, and GDPR requirements — from authentication to logging and audit trails.
Security
PCI DSS-aware handling (DTMF masking, redaction, pause/resume recording).
GDPR/CCPA & GLBA; consent capture and TCPA-aware workflows.
PSD2/SCA prompts; regional disclosures; audit trails.
Encryption in transit & at rest; KMS-managed keys; key rotation.
SSO/SAML, RBAC, IP allowlists; configurable retention & region pinning.
Audit-ready logging; time-coded transcripts, redactions, and immutable records.
Vitaly Kovalev
Sales Manager
Voice AI for FinTech that handles KYC/OTP, payments & disputes, and updates your core systems in real time—PCI DSS/SOC 2/GDPR aligned.
Talk to Sales
Behchmarks
20–35%↓Average handle time (AHT): Guided KYC/OTP flows, auto-routing, and CRM auto-fill reduce talk + wrap time.
10–25%↑First-contact resolution (FCR): Real-time access to balances, payments, disputes, and loan status cuts repeat calls.
25–45%↑Containment / self-serve completion: Voice AI completes end-to-end tasks (auth, transfers, card blocks, reminders) without hand-off.
1–3 hrsAgent time back per shift: Automated intake, verification, and after-call notes free up human teams.
95–99%Audit-ready coverage: Time-coded transcripts, redactions, consent logs, and evidence trails—PCI DSS / SOC 2 / GDPR aligned
Just tell the Plavno AI Agent about your project – it will ask questions, gather requirements, and propose a tailored solution
Frequently Asked Questions
Find answers to your common concerns
Yes, via native/adapter connectors and secure webhooks; PCI-aware paths for sensitive data.
DTMF masking and pause/resume keep audio/BI logs PCI-clean; agents direct to secure flows when required.
Yes, RAG playbooks reference your program rules, reason codes, timelines, and disclosures by region/scheme.
Yes, warm transfer with context, transcript snippets, and recent actions.
English, Spanish, German, French, Portuguese, Arabic and more; others on request.
Start with alarm validation on one site; add incident intake & intercom; expand to reporting and guard tour.
Project Estimator
The estimated time to launch the product
Clear vision of functionality you need
15% discount on your first sprint
Contact Us
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Discuss your project details
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Submit a comprehensive project proposal with estimates, timelines, team composition, etc
Plavno has a team of experts that ready to start your project. Ask me!
Vitaly Kovalev
Sales Manager
