The regulator asks for evidence
Not “do you have a policy” — the recording, the consent, the disclosure, the audit trail, with integrity you can demonstrate.
Banking & financial services
AI your risk committee will sign off on
Balance and EMI queries, card servicing, collections and KYC, all grounded in your policy documents, with PII redaction, consent capture and immutable audit. On Enterprise, the conversation data can live in your own cloud account under keys you hold.
- Row-level tenant isolation on 231 tables
- Immutable audit with integrity proofs
- BFSI vertical pack included
Illustrative interface. Wording, scores and figures are sample data, not a performance claim. The screen shows an OptiML answer trace for a banking question about a loan foreclosure charge: the grounded answer with two citations into the lending policy and the sanction letter, a groundedness gate scoring 0.96 and passing, a trace row showing redacted personal data and guardrail results, an approval gate held over a charge waiver, and rows confirming encrypted recording with consent, row-level tenant isolation on 231 tables, database and recording storage in the customer's own cloud account under their keys, and an immutable audit entry with an integrity proof.
The problem in your world
In a bank, the AI question is never “can it hold a conversation”. It is what happens when the answer is wrong, who can prove what was said, and which jurisdiction the record rests in.
A wrong answer is a liability
An AI that improvises an interest rate or a charge is not a customer-experience problem; it is a regulatory one.
Residency is the first question
The questionnaire asks which jurisdiction the record rests in and who holds the keys. Most vendors can only answer with a region inside their own cloud.
Where it works, under supervision
Six banking workloads, each with the control that makes it approvable.
-
Secure self-service
Balance, EMI, statement, card status, fund and policy queries behind strong authentication, with PII detected and redacted in transcripts and logs.
See how voice agents work -
Compliant collections
Payment reminders and promise-to-pay through the dialer, with DNC, consent and calling-window enforcement that blocks the call rather than logging it afterwards.
See outbound & dialer -
KYC and verification orchestration
Multi-step flows that collect, validate and route documents and data through your existing systems, with human approval gates on anything high-stakes.
See automation & workflows -
Grounded policy answers
Every answer retrieved from your own product and policy documents with citations, and a groundedness gate that stops an unsupported answer being spoken.
See knowledge & grounding -
Lead qualification for loans and cards
BANT, CHAMP and MEDDIC scoring with an explainable rule engine, synced to Salesforce, HubSpot or Zoho.
See the integrations -
Fraud and dispute intake
Structured intake flows with sentiment-based escalation and automatic case creation in your ITSM.
See ticketing & cases
Capabilities that matter here
These are the six a bank's second meeting is about. Each one is a platform capability with a mechanism behind it, not a professional-services engagement.
Groundedness gate
Hybrid retrieval with citations, and a gate that blocks an unsupported answer before the agent speaks it.
Knowledge & groundingPII detection and redaction
Guardrails run before and after every model call, redacting personal data in transcripts, logs, exports and analytics.
AI governanceEncrypted recording with consent
AES-256-GCM envelope encryption, consent capture and jurisdiction detection, with retention policies applied per data class.
Voice AI agentsHuman approval gates
High-stakes actions park for a named human to approve — a waiver, a refund above a threshold, a KYC exception — before anything moves.
Automation & workflowsImmutable audit with integrity proofs
A write-once audit log with per-tenant integrity proofs and signed exports, so the trail survives the question of who could have edited it.
Security & complianceCustomer-managed data residency
On Enterprise, your database and recording storage run in your own cloud account, privately connected, under keys you hold and revoke.
Hosting & residencyBring a policy document and a hard question
We ground an agent in your own wording and ask it the question your compliance team would ask. You see the citation, the groundedness score and the audit entry.
What the risk committee reads
The controls below are the ones a banking security review actually tests. Each is a property of the platform, not a commitment to build one during implementation.
Encryption with keys you hold
AES-256-GCM envelope encryption with customer-held keys, applied to recordings and the conversation record.
Immutable WORM audit
Write-once audit with per-tenant integrity proofs and signed exports, produced for the examiner rather than reconstructed for them.
PCI-DSS, FINRA, GDPR, DPDP
Compliance packs for the regimes a bank is examined against, applied per tenant with retention configured per data class.
Isolation and least privilege
Row-level tenant isolation on 231 tables, with 300+ RBAC permissions and resource-scoped grants above it.
PCI-DSS
FINRA
GDPR
DPDP
EU AI Act
Customer-managed data residency, on Enterprise
Customer-managed data residency is an Enterprise option: your database and recording storage in your own cloud account. The platform itself runs in OptiML Cloud. This option moves your data, not the software.
Who processes it in between. Model, speech-to-text and speech synthesis providers are named sub-processors. Choose which ones you use, restrict them to a region, or bring your own key and your own contract, in which case they become your sub-processors and leave our register entirely. The register is published, versioned, and carries the data class each provider receives.
Availability. Customer-managed data residency is an option on the Enterprise plan, scoped per engagement. Reference architecture and shared-responsibility matrix available under NDA.
BFSI vertical pack included. The BFSI vertical pack ships pre-built agents, knowledge structure, compliance templates and workflows, all activated in one click.
A worked scenario, while the case study is in approval
A retail bank's card and lending service line
The knowledge base is the bank's own product terms, the schedule of charges and the lending policy. Nothing else is answerable. Balance, statement and card-status queries sit behind strong authentication, and personal data is detected and redacted before the transcript, the log, the export or the analytics row is written. A rate or a charge is only ever quoted with the clause cited, and the groundedness gate stops the answer that cannot point at one.
Collections runs on the same platform: the dialer holds the do-not-call list, the consent state and the calling window for each jurisdiction, so an out-of-window number is never dialled. A charge waiver parks for a named approver. Every interaction is scored on 15 dimensions, and the audit export is signed with an integrity proof. On Enterprise, the database and the recordings for all of it sit in the bank's own cloud account under its own keys. Configuration and mechanism are what this describes. Outcome numbers belong to a named customer, and we do not have written approval for one yet.
- Policy documents as the only answerable knowledge
- Strong authentication before any account data
- PII redacted across transcript, log, export and analytics
- DNC, consent and calling windows enforced before the dial
- Waivers and exceptions held at a human approval gate
- Signed audit export with an integrity proof
We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
Related solutions
The three neighbouring sectors that ask the same custody questions, and get the same answers with a different vertical pack behind them.
Insurance
Policy servicing answered from the customer's own wording, with FNOL intake and renewal campaigns on the same platform.
InsuranceHealthcare
Patient communication with PHI detection and redaction, consent capture and the same residency option on Enterprise.
HealthcareGovernment
Citizen services in 22 Indian languages, with the citizen record in your own account on Enterprise.
GovernmentYour conversation data can live in your own cloud account, under keys you hold. Enterprise plan.
The platform itself runs in OptiML Cloud. This option moves your data, not the software — and the trust centre names every row that stays with us, including PII-redacted operational telemetry and a bounded message-queue window.
The platform underneath
Everything on this page is the OptiML CX Platform configured for Banking & Financial Services, not a separate product. These are the modules it leans on.
Book a working session
Put it in front of your own policy
Bring a call recording, a policy document or a schedule of charges from your own operation. We will ground an agent in it and run it live on the call — not a canned demo.
- 30 minutes
- Reference architecture and shared-responsibility matrix available under NDA
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
or reach us directly
Your details stay private. We never share them.
