Client Follow-Up for Banking
A bank client rarely complains: they quietly open an account elsewhere. Advisers have a portfolio too large to call regularly, and contact often happens only when the client has a request. Passisto Clients has an AI voice agent hold short follow-up conversations on the bank's behalf and gives the adviser a report on satisfaction, needs and risks. The adviser decides what to do next.
The challenges
Quiet attrition
Clients move part of their savings or their main account to another institution without announcing it, and the adviser learns it from the figures.
Large portfolios
An adviser follows hundreds of clients. Contact concentrates on the most valuable ones or on those who call first.
Life events missed
A move, a new job, a business creation or a child's studies change a client's needs, but the adviser only hears about it if the client mentions it.
Trust and sensitivity
Money is a personal subject. Clients expect to know who is asking, why, and that a person in the bank will handle what they say.
How it works
- 1
Set up your services and import your portfolio
Declare the services concerned, such as current accounts, savings or business financing, generate interview templates and import the client portfolio.
- 2
Launch a follow-up
Pick the client, the service and the type of follow-up. The client receives an email in the bank's name with a personal, secure link.
- 3
The client answers by voice
The client sees who is asking and why, is told the conversation is led by an AI and recorded, gives consent and talks with the agent from their browser.
- 4
The adviser validates and follows up
The adviser reads the report, approves or rejects each suggested need or commitment, and finds the result in the client record and the action list.
Examples of questions the AI agent asks
- How satisfied are you with the way we handled your latest request?
- Have your plans or your situation changed recently in a way that we should know about?
- Do you feel you can reach your adviser easily when you need to?
- Is there a service you use at another institution that you would prefer to have with us?
- What would make you recommend us to a friend or a colleague?
What you get
Earlier warning on attrition
Dissatisfaction and signs of a client looking elsewhere are visible in a report instead of in the year-end figures.
Needs surfaced between meetings
Life events and projects mentioned in conversation become suggested items the adviser can follow up.
A consistent client conversation
Every client in a segment is asked the same structured questions, which makes feedback comparable across branches or portfolios.
Advisers keep the relationship
The agent gathers feedback and the adviser keeps the decisions and the personal contact for what matters.
Frequently asked questions
Does the AI give financial advice?
No. The agent only gathers feedback and notes needs. It does not advise on products or make offers; any follow-up is decided by the adviser.
How do clients know who is calling?
The client receives an email in the bank's name with a personal, secure link. They see who is asking and why, and are told that the conversation is led by an AI and recorded before they consent.
What about data protection?
Passisto handles personal data in a secure space and the client gives consent before the conversation. Check with your compliance team which rules apply to your institution and country.
See how it works for your team
Tell us about your context: we will show you the conversations, reports and follow-up that fit it.