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AI Agents Built for Neo Banks

  • Deflect repetitive checking and savings account questions, KYC, card, payments, and dispute tickets. Draft policy-aligned responses with guardrails. Reduce handle time and escalations with confidence. Built for secure, accurate support at scale.
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Industry Context and Challenges

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.

Example Impact for Neo Bank Support Teams

$400K

SUPPORT COST AVOIDED

Annual support cost avoided by deflecting repetitive tickets, lowering escalation volume, and reducing back-and-forth on high-impact issues.

30 Seconds

TIME TO ANSWER

Average time for an AI-assisted first answer on common Tier-1 questions, so customers are not waiting on backlogs or escalation queues.

100%

COVERAGE

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.

45%

LOWER COST PER TICKET

Less back-and-forth, better routing, and higher deflection across chat, email, and phone reduces the cost of each resolved issue.

4x

AGENT THROUGHPUT

Agents handle more tickets per day with AI-drafted replies, summaries, and suggested next actions that keep answers consistent and policy-aligned.

Support coverage

Common Support Use Cases

Account Access and Lockouts

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.

Fees, Plans and Subscriptions

Answer questions about fees, premium plans, limits, and subscription changes quickly and consistently, with clear expectations and policy-aligned wording.

Transactions, Transfers, and Status Updates

Explain pending or failed transfers, card transaction status, charge timing, ACH or wire timelines, and reversals. Provide clear next steps and reduce unnecessary escalations.

Fraud, Security and Account Protection

Handle suspicious activity alerts, compromised cards, and account takeover concerns with policy-aligned responses and an auditable trail of guidance and actions.

KYC, Verification and Regulatory Checks

Help users complete close workflows, generate financial statements, reconcile discrepancies, and export data with clear, step-by-step guidance.

Card Declines and Payment Troubleshooting

Troubleshoot card declines, wallet provisioning, payment failures, and merchant issues, while collecting the details fraud and payments teams need for fast resolution.

Disputes, Chargebacks and Refunds

Collect required dispute details, set expectations on timelines, and route cases to disputes teams with clean summaries and evidence prompts.

Support Insights and Product Feedback

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.

Escalations with
Full Context

Detect high-risk cases and route them to the right specialists with conversation history, account context, and recommended next steps.

What If You Could Reduce Cost to Serve Without Sacrificing Compliance?

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.

Customer Stories

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.

Headquarters

UK

Industry

Neo Bank

Active Customers

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.”

Aadam Campbell

VP Customer Support

Integrates with over 500+ tools that you already use

Whether it’s help desks, documentation, videos, CRMs, e-commerce, or customer support tools, Auralis enhances your workflow by integrating with all major platforms. Any platform with an API can be integrated with Auralis

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Designed to save hours every week per agent with Auralis Agent
Assist, integrated into your helpdesk to improve your
team’s neo bank support efficiency by:

Compliant Reply Drafting

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.

System Context Sync + Summarization

Automatically summarizes conversations and updates your CRM and internal case notes so customer context stays current across support, fraud ops, and compliance workflows.

AI-Powered Ticket
Triage and Routing

Classify and route tickets by topic, urgency, and risk signals, recommend next-best actions, and deflect repeat questions with safe, policy-aligned responses.

Turn Agent Expertise into Shared
Knowledge

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.

Built for Financial Data Privacy and Compliance

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.

GDPR

SOC 2

ISO 27001

HIPPA

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FAQ

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How does Auralis handle the ticket surges that follow product releases, card incidents, and fraud events?

Auralis scales automatically with volume. During incident windows and product releases, which
are the most demanding periods for neo bank support teams, Auralis drafts policy-aligned
replies for high-volume categories including account lockouts, card declines, payment status
questions, and verification delays. Agents review and send rather than composing from scratch.
The system maintains consistent, compliant wording across every response regardless of how
many conversations are running simultaneously, so your team holds SLAs and stays on-message
without additional headcount.

Auralis is configured with guardrails specific to your policies, regulatory environment, and
product. For sensitive topics including KYC decisions, dispute investigations, and account
security actions, the system is set to provide the appropriate holding response, collect required
context, and route to the right specialist team rather than attempting a final answer. Every
response is generated from your approved policy documentation and knowledge sources, not
from general training data. Guardrails are reviewed and approved by your team during
onboarding and can be updated at any time.

Auralis integrates with your CRM, core banking platform, and internal case management
systems to pull account context into every ticket before an agent opens it. When a customer
contacts support about a card decline or a verification delay, the agent sees a summary that
includes the customer’s account status, recent transactions, verification stage, prior contact
history, and any open cases. This means agents can respond with relevant detail from the first
message rather than asking for information the customer expects you to already have.

Auralis routes high-risk categories to your fraud and security teams immediately, with a
structured summary of the customer’s report, the account signals that are relevant, and the
policy-aligned response steps already attached. The system does not attempt to resolve fraud or
security cases autonomously. All actions and recommendations are logged with timestamps and
agent identifiers, creating the auditable trail required for compliance and any subsequent
regulatory review. Sensitive case handling always keeps a human in the decision loop.

Auralis connects to common helpdesks including Zendesk, Freshdesk, Intercom, and Salesforce
Service Cloud. Core banking and card management platforms can be integrated via API for read
access to account and transaction context. All connections begin as read-only. Auralis integrates
with your identity provider for SSO and role-based access controls, so agents only see account
data they are entitled to view. Every query, response, and agent action is written to an audit log.
Write actions such as case status updates or CRM notes are enabled per workflow after your
team reviews and approves the scope.

Auralis collects the required dispute details through a structured conversation flow, sets clear
expectations on investigation timelines aligned to your policies, and routes the case to your
disputes team with a clean summary and evidence prompts already completed. Because every
dispute response is generated from the same policy documentation, the wording is consistent
across agents and channels. Customers receive the same information regardless of who handles
the case, which reduces confusion, repeat contacts, and the risk of contradictory promises being
made at different points in the process.

Most neo bank customers are live with meaningful ticket deflection within the first two weeks.
Implementation covers helpdesk integration, connections to your core banking and CRM
systems, model training on your policies and ticket history, guardrail configuration for regulated
topics, and a review period before go-live. The Auralis team manages all technical work
throughout. Ongoing monitoring, model updates, and quality assurance are handled by Auralis,
so your compliance and operations teams do not need to manage the AI infrastructure day to day.

Ready to Scale Neo Bank Support?

See what AI-powered support automation can do for your customers and your team.

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