Customer support for fintech, with the controls your risk team asks about
Fintech customers ask about money, so they ask urgently and on every channel at once. Convarza AI gives your support team one place for WhatsApp, email, web chat and phone, an AI agent that answers only from the content you approve, and the access controls and audit trail your risk team will ask about first.
What breaks first for a fintech support team
The same customer on four channels
A failed payment gets a WhatsApp, an email, a chat and a call within the hour. Four agents answer separately, and say four slightly different things.
Every agent can see every customer
A shared mailbox and a shared WhatsApp phone mean anyone can read anything. That is hard to defend when someone asks who saw what.
An AI that improvises about money
A bot that guesses at interest rates or refund timelines creates complaints faster than it closes tickets.
Every channel and every change on one timeline
Chats, calls, tasks, stage changes and assignee changes land on one activity feed. When a complaint escalates, the full history is one scroll away — not spread across four tools.
- Agents see only the conversations assigned to them.
- Carrier credentials, API keys and billing are admin-only.
- Secrets and tokens are stored encrypted and masked in the interface.
From a customer question to a resolved conversation
How a support request moves through Convarza AI.
The customer reaches you anywhere
WhatsApp, email, the web widget in your app or site, or a phone call. Chats land in one shared inbox; calls are logged on the same contact.
The AI agent answers from approved content
It answers from the knowledge base you build — FAQs, policies, fee schedules — and can call your own functions, such as a status lookup. Where it has no answer, it says so.
Sensitive cases go to a person
Disputes, fraud reports, anything account-specific: your handover rule passes the conversation to an agent, with the whole history attached.
Every action leaves a trail
Stage and assignee changes are audit-log entries on the contact, and calls carry their recording and transcript.
The parts of Convarza AI that do the work
One shared inbox
WhatsApp, email, web widget, SMS and more in one queue, with an Unreplied filter so nothing waits.
AI answers from your knowledge base
Built from your PDFs and documents, with a rule for when to fetch a human.
AI voice agents for reminders
Payment and renewal reminder calls through campaigns, inside the calling hours you set.
Role-based access
Agent, manager and admin roles, gated on what each action can cost or expose.
Workflows for routing and follow-up
When a stage changes or a form arrives, assign an owner, create a task, or wait and check again.
Reporting your team can export
Conversation and call metrics on dashboards, and any of it to Excel for your own analysis.
When this is not the right fit
Convarza AI is not a core banking system, a ticketing suite with contractual SLA machinery, or a compliance product. If your regulator requires a specific certification or data residency, raise it with us before you subscribe — we would rather say no early than late.
Step-by-step guides for this
Build a knowledge base from PDFs and documents
Your help centre was written for people who are already reading it. An agent needs the same facts arranged very differently.
ReadReassign work across the team
Managers and admins move conversations and calls through a picker. Contacts and tasks follow a different rule, and knowing which is which saves an argument.
ReadRead the audit trail on a contact
Stage and assignee changes are entries on the activity feed, not silent edits. You can always see who moved what, and when.
ReadTwo-factor authentication and active sessions
Two controls under Personal settings that matter far more for admins than for anybody else.
ReadCustomer support platform for fintech: FAQ
How do you stop the AI agent making things up about rates or fees?
Give it a knowledge base that contains the answer, an instruction to say it does not know otherwise, and a handover rule for anything account-specific. How to stop an agent inventing things.
Who can see a customer's conversations?
Agents see only what is assigned to them. Managers and admins see everything. Connecting channels, credentials and billing are admin-only.
Is customer data encrypted?
Yes — in transit and at rest, with secrets, tokens and carrier credentials stored encrypted and masked in the interface. Our privacy policy sets out what we collect and which AI providers process it.
Does the AI provider train on our customers' data?
There are three separate retentions to ask about: the platform's, the model provider's and the speech provider's. What your AI agent does with customer data walks through each.
Can we record calls?
Yes. Calls carry a recording and transcript on the contact. Recording consent is your responsibility — tell callers, and check the rules for your market. Find and play a call recording.
Do you hold SOC 2, ISO 27001 or PCI DSS certification?
We do not list certifications on this page. If your security review needs a specific certification, a questionnaire answered or data held in a particular region, tell us at the start.
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