An AI receptionist for your bank
Branch lines and contact centres are swamped by the same questions: what do I need to open an account, where is the nearest branch, my card is blocked. REENG answers them from your own documents, books branch visits, and takes a clear message for the team when someone needs a person.
What callers ask
- "What do I need to open a current account?"
- "Which branch is nearest to me, and when does it close?"
- "My card was swallowed by the ATM."
- "I want to speak to someone about a failed transfer."
What the agent does
- Answers account types, opening requirements, branch addresses and hours, and product details from the documents you upload.
- Books branch appointments: what it is for, the branch, the day and time, and the caller's name, saved for your team to confirm.
- For a lost, stolen or swallowed card, tells the caller to use your official card-blocking channel and takes a message that starts with the word URGENT for the team.
- Takes complaint and failed-transaction messages with what happened, the date and the amount, never an account or card number.
What it leaves to you
- Ask for or accept a PIN, OTP, password, CVV or card number, and it tells callers the bank never asks for these on a call.
- See accounts, balances or transactions. It has no connection to your core banking system, so it takes a message instead.
- Give financial advice, approve a loan, or quote a rate that isn't in your documents.
- Block a card or reverse a transaction. It points to your official process and passes the message on.
Setting it up well
- Upload the account guide, branch list and published rates and fees. Replace them when they change.
- Write your official card-blocking channel into the key information, so the agent tells callers the right thing every time.
- Add a staff member such as the contact centre desk if you want callers put through (staff hand-off is an optional paid add-on).
What a call sounds like
CallerWhat do I need to open a current account?
AgentA valid ID, a recent utility bill and your BVN, as set out in our account guide. Would you like me to book you in at a branch?
CallerYes, Ikeja, Thursday morning. I'm Chiamaka.
AgentIkeja branch, Thursday morning, for Chiamaka. The team will confirm the time with you.
An example. Names, prices and times come from your own files.
Questions from banks
Can it see a caller's balance or transactions?
No. It has no access to accounts. It takes a message for your team, and tells the caller it can't see account details on a call.
Is it safe to put on a bank's phone line?
It is built to never ask for a PIN, OTP, password or card number, and to tell callers the bank never does. Each business's data is kept apart from every other business's. Whether it suits your regulator's rules is a decision for your compliance team.
What happens when a card is reported lost?
The agent tells the caller to block it through your official channel and saves an urgent message for your team. It cannot block the card itself.
Keep reading
See how REENG works, the plans for your business, and how to forward your existing number. Also: pharmacies, clinics, restaurants, real estate, hotels, salons & spas, online stores, logistics & delivery, schools & tutoring, law firms, microfinance & cooperatives, telecoms & isps, travel agencies, car dealerships, non-profits, event planners & venues, retail stores.
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