Why it matters
Three messages a fintech chatbot gets on a Sunday night
One customer asks what the savings rate is. Another asks if their money is FDIC-insured. A third says there's a payment on their card they didn't make.
Your website answers the first with a rate and its disclosures around it. A chat message lifting the rate out of that page carries none of them. The second has an answer that depends on your exact wording about your partner bank. The third might have a legal clock attached.
So the assistant sends the first to your savings page, repeats your insurance wording exactly or not at all, and treats the third as urgent: your fraud line, the customer's details, and an alert to your team straight away.
- 37%of the US population was estimated to have used a bank's chatbot in 2022. The CFPB warned that chatbots can miss a customer invoking their federal rights.CFPB, Chatbots in consumer finance, June 2023
- 10 business daysis how long a financial institution generally has to investigate a reported error under Regulation E, and the notice can be oral. A fraud report in your chat goes straight to a person.Regulation E, 12 CFR 1005.11
Example conversation
A Sunday night fraud report
- There's a $240 payment on my card I didn't make.
Possibly a notice of error, so speed matters
- I'm sorry, let's get this to the right people now. You can freeze your card straight away in the app under Card settings, and our fraud team is on 1-800-555-0199, 24 hours a day. What's your name and the email on your account, so they can reach you too?
Your freeze and fraud line from your pages. Never says it's probably fine
- Sam Okafor, sam@example.com. My card number is 4111 1111 1111 1111 if that helps.
- Thanks, Sam. Please never share a card number in a chat, and we'll never ask for one. The team will contact you shortly.
Warns them, doesn't repeat it, keeps it out of the alert
- Ok. Also what's the interest rate on your savings account?
- I can't give rates here, because the rate comes with terms that belong alongside it. The current figures are on our savings page, and the team can go through them with you.
No rate, even the one on your site
- URGENT · Sam Okafor · sam@example.com · Reports an unrecognized card payment
Alerted straight away, with no card number in it
Try a sample
Ask a sample assistant yourself
Sample Pay
SampleA sample fintech company, made up for this demo.
Nothing loads until you tap. No account, and nothing you type is saved.
What customers ask
What people ask a fintech's website
- What kind of account is this?
- Is my money FDIC insured?
- What's the interest rate?
- Are there any fees?
- Can I sign up as a freelancer?
- How do I open an account?
- There's a payment on my account I didn't make.
- Do you work with businesses our size?
It answers these from your own website, and hands over any it can't.
What it does
What it does for you
Answers from your pages, in your words
What your products are, who they're for and how to sign up, cited to the page it came from. Insurance and licensing wording is repeated exactly, or not at all.
Turns down rates and advice without losing the customer
It points to your pricing page or your team for figures, and to a licensed person for advice, in the same message as the next step.
Fraud reports reach a person at once
It gives your card freeze and fraud line from your pages, takes the customer's details, and sends your team an urgent email alert.
Takes nothing sensitive
No Social Security number, account or card number, PIN, password or one-time code. If someone volunteers one, it warns them and leaves it out of the alert.
Rules it follows
Financial rules it follows
No rate, fee or figure
It never states a rate, APY, APR, fee, limit, payment or return, even one your site publishes, and never calls an account free. Under Regulation DD a savings rate is stated as an APY with its conditions, and under Regulation Z a credit payment brings the APR and repayment terms with it. A chat message can't carry those.
Insurance wording exactly as yours
It never says you're a bank, or that money is FDIC-insured, protected or safe, beyond your site's exact words, and never says an investment or crypto asset is insured. The FDIC's own consumer guidance says nonbank companies are never FDIC-insured themselves, and misrepresenting deposit insurance is prohibited.
No advice, no predicted returns
It never recommends a product, an amount or whether to buy, sell or hold, and never predicts a return or calls an investment safe. FINRA Rule 2210 bars communications that predict or project performance.
Fraud and errors go to a person, fast
It never says a transaction is fine or tells someone to wait. It gives your fraud line, takes the details and alerts your team. Under Regulation E an error notice can be oral, and the investigation clock starts when you receive it.
No approval promises
It never says whether someone will be approved, how long it will take, or why an application was declined. Your team handles applications and identity checks.
Never the exception on one-time codes
Your customers are told never to share a code, a PIN or a password, and the assistant never asks for one. The same goes for a Social Security number, date of birth, and account, routing or card numbers. Anyone who sends one is told to stop.
What reaches you
What reaches your team
Each inquiry arrives by email, urgent ones flagged, with nothing your security team would rather not be holding. Anything else it learned, such as whether they're already a customer, is on the lead in your dashboard.
- Name
- Sam Okafor
- sam@example.com
- Need
- Reports an unrecognized card payment
- Urgency
- Urgent, given the fraud line
Your tools
Works alongside your support and sales tools
- Zendesk
- Intercom
- Salesforce
- HubSpot
Questions
Common questions
Isn't a chatbot for financial services a compliance risk?
It can be. The CFPB's 2023 review of bank chatbots named the failures: loops of unhelpful answers, wrong information, missing a customer who is invoking their federal rights, and no easy way to reach a person. This one answers only from your pages and hands over when they don't cover a question, a Talk to a person button sits under every chat, and a reported payment reaches your team as urgent. Your compliance team should still review your own pages, because those are what it repeats.
Even our card processing fee? It's public.
Yes, even that. It sends the customer to your pricing page or your team instead. That's a deliberate trade: one handover on a simple fee question, against a rate or a fee quoted without the conditions your page puts next to it.
What does it say if our site doesn't mention FDIC insurance?
That the team will confirm, and it takes the customer's email. The question then shows up in your To check list, so you can write one approved answer for it to use from then on.
Where are chat transcripts kept, and for how long?
In your account. You choose how long: keep everything, or have conversations and their leads deleted after 3, 6, 12 or 24 months. Deleting the account removes them all. A card number a customer volunteers is kept out of the alert, but it stays in that transcript, so the retention setting matters. The security page lists every provider that processes the data.
Will it wake us up at night for a fraud report?
The first alert goes out at once, at any hour, by email. The overnight reminder starts switched off for fintech companies, because the out-of-hours answer is your own fraud line, which the assistant has already given. You can switch on Wake me for emergencies in Settings.
What does it cost, and how long before it's live?
There's a Free plan with 100 customer messages a month and no card, and paid plans start at $19 a month. Setup is short: paste your website address and it reads your pages in about a minute. It's live once you add one line of code to your site, or the WordPress plugin if you run WordPress. Ask it your hardest compliance questions before a customer does, and correct any fact it gets wrong.
Similar businesses
Close to yours
- B2B SaaS companiesA SaaS chatbot for B2B software websites: answers buyers from your pages and docs, books the demo, and never claims a certification you don't publish.
- Insurance agents and mortgage brokersAn AI chatbot for insurance agents and mortgage brokers: answers visitors from your own pages, books the call, emails you each lead and never quotes a rate.
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