Support operations you can bank on

For innovative financial institutions, building world-class customer experiences at scale is critical. Unified workforce management and AI automation deliver empathetic, reliable support when your clients need you most — from routine inquiries to financial emergencies.

Secure, compliance-ready AI

Deploy conversational AI across all channels with enterprise-grade security that meets financial regulations. Handle account inquiries, transaction disputes, and routine requests while maintaining the human touch for sensitive conversations.

GDPR and SOC 2 compliant by design

AI agents operate within strict security frameworks with audit trails, data encryption, and role-based access controls. Meet regulatory requirements without sacrificing customer delight.

Smart escalation for complex cases

AI handles routine inquiries while seamlessly escalating fraud alerts, loan applications, and compliance issues to specialized human agents with full context.

Knowledge that stays current

Connect AI to your products, rates, and regulatory updates. Provide accurate information about account balances, transaction history, and product features in real-time.

Global ops without complexity

Scale across time zones and regulatory environments with forecasting that accounts for regional compliance requirements. Plan staffing for both human expertise and AI capacity across multiple markets.

Multi-region workforce management

Coordinate staffing between internal teams and BPO partners across different regulatory environments. Ensure 24/7 coverage while meeting local labor and financial compliance requirements.

Real-time monitoring across markets

Track performance and adherence across global teams with live dashboards. Make intraday adjustments when market volatility or regulatory changes impact support volume.

Cross-border regulatory compliance

Navigate financial regulations, labor rules, and privacy laws across international markets. Automated compliance checks maintain local standards without manual oversight.

Navigate the stressful cases

Turn high-stakes interactions into trust-building moments with AI Copilot that helps agents navigate sensitive financial conversations. Every interaction strengthens client relationships during their most vulnerable moments.

Coaching for high-stakes conversations

Track performance across channels with insights specific to financial services. Identify coaching opportunities for fraud handling, loan discussions, and compliance conversations.

Crisis response capabilities

Automated scheduling with intelligent guardrails ensures coverage during market volatility or economic uncertainty. Scale support capacity quickly when clients need you most.

Empathetic AI for sensitive situations

AI Copilot provides agents with empathetic responses. Help customers navigate debt concerns, account freezes, and financial hardship with appropriate sensitivity and resources.

BPO management for fintech

Manage BPO relationships with the transparency and control financial institutions require. Upload capacity requirements, sync schedules in real-time, and validate invoices with audit-ready reporting.

Billing transparency that passes audits

Compare actual hours worked against what's billed with detailed reporting. Essential for financial institutions that require expense documentation for regulatory compliance.

Real-time oversight of outsourced operations

Monitor BPO performance across different regulatory environments with live adherence tracking. Ensure compliance standards are met across all vendor relationships.

Secure vendor integrations

Connect with BPO platforms while maintaining data security and regulatory compliance. Map activity codes and sync schedules without compromising sensitive financial data.

Our results speak for themselves

5yrs of Assembled partnership

20% savings in team hiring

30% increase in team adherence

22% boost in CSAT scores

80% of scheduling is automated

Learn more about support orchestration

How to refine your capacity planning process to ensure continued success
Every customer support team can benefit from fine-tuning their capacity planning process. Discover what it takes to go from a good process to a great one.