Trace

AI Voice Agents for Secure Customer Service Automation in Finance

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Description

Trace offers advanced AI customer service agents, primarily focusing on voice interactions for the fintech, banking, and insurance industries. These agents are designed to go beyond simply providing information; they securely execute specific tasks directly within an institution's internal systems using APIs. Examples include processing card replacements, tracking transactions by retrieving data, handling card applications by comparing products, managing fraud reports according to policy, and assisting with account lockouts after verifying identity.

Built on proprietary research, Trace emphasizes seamless, natural conversations without relying on scripts or causing user interruptions. The platform supports multiple languages and prioritizes security through explicit user authentication before accessing sensitive information. Compliance with company policies is strictly enforced, and the system ensures data privacy by offering hosting options within the client's existing cloud infrastructure. This approach aims to provide scalable, 24/7 customer support with high first-contact resolution rates and low latency interactions.

Key Features

End-to-end Task Resolution: Executes actions directly in internal systems via secure APIs.
Secure Authentication: Requires explicit user verification before accessing private information.
Multilingual Support: Capable of interacting in various languages (e.g., Hindi, Turkish, French).
Seamless Conversation Flow: Interacts naturally without scripts, interruptions, or wait times.
Policy Compliance: Strictly adheres to predefined company policies and procedures.
Data Privacy Assurance: Offers hosting within the client's cloud environment, ensuring data does not leave.
High Performance: Achieves high first contact resolution (95%) and low latency (<0.2s TTFT).
Independent Task Completion: Automates tasks like transaction tracking, card applications, and fraud reporting.