banking

Fraud alerts at 2 AM shouldn't go to voicemail.

AI agents and human specialists that handle account lockouts, suspicious transactions, and loan inquiries in 65+ languages — every hour of every day, on every channel your customers use.

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Employees interacting at a sleek office reception desk, fostering professional collaboration.

how it plays out

Real contacts, minute by minute.

Phone English

“Someone used my card in another country”

Suspected fraud goes to a person and your fraud team.

A live agent verifies identity under the bank’s rules
Uses the card-block step the bank authorizes agents to take
Records the unknown transactions and when the customer noticed them
Transfers to the bank’s fraud team, which decides on credits and replacements

Fraud case opened bank owns the decision

Web Chat Spanish

“I need to dispute a charge”

Dispute intake is ours; the dispute decision is the bank’s.

AI pulls the transaction history and confirms which charge the customer means
Records the customer’s statement for the dispute file
Routes the dispute to the bank’s disputes team
Sends a reference number without promising a credit or a date

Dispute intake completed no credit promised

WhatsApp Mandarin

“Why was my wire transfer held?”

A held wire is the bank’s compliance decision.

AI confirms the wire is on hold and which documents the bank has requested
Sends the bank’s secure upload link
Notifies the bank’s team that documents arrived
Does not predict when the hold will be released

Documents collected release decided by the bank

SMS Vietnamese

“I can’t log into my account”

Top call driver for digital banking

Customer texts about repeated login failures in Vietnamese
AI confirms identity via linked phone number and security protocol
Detects expired password and sends secure reset link
Confirms successful login and offers to enable biometric access

Instant resolution access restored

the team behind it

Faces, not a queue.

real members of the global team

Support for Bank Service Teams

Identity verification and account servicing under your procedures
Dispute and fraud intake handed to your teams with a complete record
Calm handling of customers who fear their money is gone

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Give the bank a complete service request

A customer reporting an unfamiliar payment needs a clear route to the bank’s fraud team. During setup, agree the identity checks agents may perform, the information they may view and the actions that need bank approval. Keep the customer’s description separate from any finding by the investigator. Record the case reference and the team receiving it so a later enquiry can follow the same request.

Configure HeroDash fields for request type, permitted transaction reference and bank service owner. Cascading categories can separate an access problem from a dispute or a held transfer. For routine work awaiting a bank response, a status trigger can add a follow-up tag and email the assigned agent, with execution recorded in the conversation timeline. Suspected fraud follows the bank’s immediate escalation instructions.

Before opening account-service coverage, test what happens when an identity check fails or the approved system has no current status. Agents should pass the request through the designated bank channel and explain the confirmed next step. The bank controls account restrictions, credits and release of funds; collecting a request does not establish that any of those actions has occurred.

what comes off the call

The bank-service handoff record

Agree the required fields and permitted access during setup.

Bank-approved case or masked account reference
Request category and customer’s description
Identity-check outcome permitted in the support record

Relevant transaction reference from the approved source
Receiving bank team and acknowledgment of the handoff
Confirmed next step and permitted callback channel

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

What should a bank support handoff contain?

Use the bank’s approved record: the case reference, request category, permitted transaction details, customer’s statement and receiving team. Keep investigation findings separate and communicate only the next step confirmed by the bank.

What happens when the agent cannot verify an account status?

Follow the bank’s fallback route, record the unanswered question and ask the authorized team to confirm it. Agents should not infer that a payment cleared, a restriction ended or a dispute was decided.

compliance

Workflow Controls

Suspected fraud and suspicious activity routed to your compliance team
Dispute intake recorded in the format your disputes team uses
Payment-data questions routed through your approved workflows
Customer data handled under your privacy and access rules

also worth reading

start

Review a bank-service handoff

Bring a redacted dispute or account-access example, your identity checks and the bank team’s escalation rules.

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