Neo banks are digital-only banking brands that offer deposit accounts (checking and savings), debit or credit cards, and payments primarily through mobile and web apps. When account access breaks, verification stalls, a card is declined, or a payment fails, customers expect an immediate response and the answer must reflect your policies, systems, and regulatory requirements.
Support teams face predictable spikes during product launches, card incidents, verification campaigns, and fraud events, plus urgent escalations tied to SLAs and social media. The highest-risk issues are also the most sensitive: KYC decisions, disputes and chargebacks, account security, and transaction investigations. Generic chatbots struggle here because they lack account context, policy guardrails, and the auditability required in regulated financial operations.
Ticket volume spikes around product launches, card incidents, verification campaigns, and fraud events, and much of it is repetitive.
Slow resolution turns into churn, social escalations, and compliance risk, and it drives up cost to serve.
In banking operations, an incorrect answer is worse than no answer. Compliance, security, and auditability matter.
Annual support cost avoided by deflecting repetitive tickets, lowering escalation volume, and reducing back-and-forth on high-impact issues.
Average time for an AI-assisted first answer on common Tier-1 questions, so customers are not waiting on backlogs or escalation queues.
Illustrative coverage across core neo bank workflows like account access, KYC verification, cards, payments, disputes, and common fee and plan questions, with safe routing and escalation.
Less back-and-forth, better routing, and higher deflection across chat, email, and phone reduces the cost of each resolved issue.
Agents handle more tickets per day with AI-drafted replies, summaries, and suggested next actions that keep answers consistent and policy-aligned.
Resolve login issues, account lockouts, device changes, and 2FA resets with step-by-step guidance and safe authentication prompts. Reduce repeat contacts and escalate securely when needed.
Answer questions about fees, premium plans, limits, and subscription changes quickly and consistently, with clear expectations and policy-aligned wording.
Explain pending or failed transfers, card transaction status, charge timing, ACH or wire timelines, and reversals. Provide clear next steps and reduce unnecessary escalations.
Handle suspicious activity alerts, compromised cards, and account takeover concerns with policy-aligned responses and an auditable trail of guidance and actions.
Guide customers through verification status, document requirements, and common KYC troubleshooting. Route edge cases to compliance review with the right context and summaries.
Troubleshoot card declines, wallet provisioning, payment failures, and merchant issues, while collecting the details fraud and payments teams need for fast resolution.
Collect required dispute details, set expectations on timelines, and route cases to disputes teams with clean summaries and evidence prompts.
Turn ticket volume into actionable insights by surfacing recurring issues, trend shifts, and top drivers, so product and operations teams can fix friction and reduce future contacts.
What if your support team stopped answering the same card decline, login, and verification questions all day?
What if every customer received an answer aligned to your policies and the right context, not a generic script?
What if every ticket arrived pre-triaged with a summary, category, and next-best actions, and high-risk cases routed to the right team?
Auralis AI agents make this possible. They turn neo bank support into a proactive, measurable, and scalable function, with compliance-ready guardrails.
Below is an anonymized scenario of how a neo bank uses Auralis to reduce support cost to serve, speed up resolution on high-volume tickets, and keep responses consistent across channels.
A fast-growing digital-only bank serving retail and SME customers sees predictable surges across in-app chat and email: account lockouts, KYC verification delays, card declines, transfer status questions, and dispute requests. During incidents and product releases, escalations spike and compliance-sensitive responses require careful review. Auralis helps agents draft policy-aligned replies faster, summarize cases for fraud and disputes teams, and route high-risk tickets with the right context, reducing handle time without compromising compliance.
UK
Neo Bank
1M+
“Card declines, account access, and verification tickets used to flood our queues. With Auralis, agents get policy-aligned drafts and the right context, so we resolve more conversations per shift and escalate fraud or disputes with clean summaries. We can scale support while staying consistent and compliant.”
VP Customer Support
Digital-only Bank
Whether it’s your helpdesk, CRM, core banking or BaaS partner systems, card and payments tooling, KYC and fraud operations platforms, knowledge base, or internal runbooks, Auralis connects to your existing sources of truth so agents can respond faster with the right context.
Auralis drafts accurate replies for account access, KYC status, card and payment issues, disputes, and fee or plan questions by using your policies, knowledge sources, and ticket context.
Automatically summarizes conversations and updates your CRM and internal case notes so customer context stays current across support, fraud ops, and compliance workflows.
Classify and route tickets by topic, urgency, and risk signals, recommend next-best actions, and deflect repeat questions with safe, policy-aligned responses.
You can train Auralis using your ticket history so your best agents can improve the AI quickly. A knowledge base article can be created from a successful resolution, turning expertise into reusable answers.
Auralis is designed for regulated financial security expectations, including least-privilege access, encryption, and auditability. We work with your team to align on data handling, access controls, and compliance requirements.
See how Auralis Agent Assist can reduce ticket backlogs, improve answer quality, and give your team time back during product releases, verification surges, and incident spikes.
See what AI-powered support automation can do for your customers and your team.
