AI Customer Service for Financial Services & Banking

Financial institutions rely on secure, compliant communication to maintain trust and protect sensitive data. Magellan Solutions USA’s AI-powered customer service assistants automate routine banking and financial support tasks while enhancing compliance, accuracy, and the overall customer experience.

Why Financial Institutions Choose MSUSA

Security and Compliance First

Every AI workflow is designed around PCI DSS, GLBA, GDPR, and CCPA compliance. Sensitive data is encrypted at rest and in transit, with access limited by role and logged for audit readiness.

Always-On Banking Support

Provide 24/7 assistance across chat, voice, and digital channels. Whether it’s a balance inquiry, card dispute, or authentication process, our AI ensures customers are served securely anytime, anywhere.

Fraud Prevention and Detection

AI monitors transaction behavior, detects anomalies, and flags potential fraud in real time. When suspicious activity occurs, the system can freeze accounts, notify the customer, or escalate directly to a human agent.

Account Verification and Authentication

Automate identity verification with knowledge-based questions, one-time passwords (OTP), and device recognition — all integrated within your institution’s existing security policies.

Core AI Capabilities for Financial Services

Transaction & Account Support

• Balance checks and account summaries

• Payment status, holds, and stop-pay processing

• Secure fund transfer and wire inquiries

• Transaction research and reporting assistance

Fraud & Risk Management

• Real-time fraud alerts and customer notification

• Suspicious transaction verification

• Dispute intake and documentation collection

• Coordinated escalation to fraud response teams

Customer Assistance & Engagement

• 24/7 self-service for account questions and digital banking issues

• Branch locator, appointment booking, and card management support

• Personalized outreach for renewals, retention, and cross-sell campaigns

Hybrid AI + Human Support

MSUSA’s hybrid model blends automation with human empathy. AI manages high-volume, repetitive tasks, while live agents handle complex financial discussions or compliance-sensitive conversations.

• Seamless AI-to-human handoff with context preserved

• Agent Assist tools deliver real-time prompts and automatic call summaries

• Consistent answers across every channel from a unified knowledge base

Proven Benefits

• 30–40% AI resolution rate for routine inquiries

• 20–25% AHT reduction through automated verification and workflows

• Improved CSAT driven by faster, secure resolutions

• Lower operational costs with scalable automation and workforce flexibility

Technology Integrations

• Connects with core banking systems, CRMs, and fraud detection tools via secure APIs

• SSO and role-based access for data protection

• Analytics dashboards for intent tracking, compliance monitoring, and performance optimization

Let’s Modernize Your Banking & Financial Service Operations

Partner with Magellan Solutions USA to implement secure, scalable, and compliant AI-powered support for your financial institution.

Book a consult today to explore how automation can strengthen trust and efficiency in your customer interactions.