Banking customers reach out through chat, phone, apps, and email, often expecting instant, accurate answers. But agents are left switching between systems, searching documents, or relying on outdated content. These gaps slow everything down and drive up average handle time (AHT).
The issue is the lack of a reliable knowledge management system that structures information clearly and gives agents exactly what they need to answer quickly and accurately.
According to Citibank, 93% of financial institutions believe AI will improve profits in the next five years. But real results depend on structure, accuracy, and a platform that supports both agents and customers.
In this article, we’ll explore how highly regulated industries like banking are using conversational AI in banking to improve customer service. We’ll also highlight how livepro helps banks serve customers better and stay compliant.
livepro’s Conversational AI for Banking
60% of millennials check their banking app five times a week, putting constant pressure on banking teams to respond quickly and accurately.
livepro is a knowledge management system (KMS) with built-in AI tools, designed for banking contact centers and customer experience (CX) teams. It helps reduce call volumes, speed up complex queries, and make it easier for customers to find answers through self-service. This allows CX teams to deliver consistent, compliant support by making accurate knowledge easy to access and apply across every channel.
Here’s how livepro helps banking teams work smarter and serve customers better:
Automate Common Phone Queries with Luna
Banking contact centers handle large volumes of simple, repetitive calls daily. Key queries include balance checks, password resets, and payment confirmations. Handling these calls manually slows down service and requires more staff to manage the high volume of calls.
Luna, livepro’s voice AI for banking, answers these calls automatically. It listens to what the customer says, understands the question using natural language processing, and responds with the correct information from your knowledge base.
This gives customers quick and accurate answers, helps reduce queue times, and allows agents to focus on more complex support.
Deliver the Right Answer in Real-time with Agent Assist
When customers ask complex questions, agents often need to pause and search through multiple systems. This slows down the average handling time (AHT).
livepro’s AI Agent Assist eliminates this bottleneck by monitoring the conversation in real time across phone, chat, or email. As the customer speaks or types, the system identifies the question and finds the most relevant answer from the knowledge base.
This allows agents to respond quickly and accurately without switching screens or searching manually. They stay focused on the customer and deliver consistent, accurate answers.
Help Agents Find Answers Quickly with Lightspeed Search
Agents don’t always know the exact terms used in a policy or procedure. But when traditional search tools depend on exact matches, it becomes harder for them to find the right answer during a customer interaction.
livepro’s Lightspeed Search uses a mix of keyword search, natural language understanding, and vector search to find content based on meaning, not the exact keywords.
Here’s how it works:
- If an agent types “home loan cap,” the system can find the correct policy, even if that phrase doesn’t appear in the document
- It adjusts for typos and incomplete searches
- It organizes results by relevance and shows related information together.
This helps agents spend less time searching and more time answering questions.
Let Customers Help Themselves with Self-Service
Many customers would rather find answers on their own than wait on hold. But if your website doesn’t provide clear, accurate information, they’ll end up calling anyway.
livepro makes it easier for customers to get help without contacting support. Its self-service tool connects directly to the same knowledge base your agents use, so answers stay accurate and consistent.
When a customer types a question, the system shows the most relevant, up-to-date response. This helps customers solve common issues on their own and reduces the number of incoming calls.
Serve the Same Knowledge Everywhere with Web-Answers
When agents, customers, and internal teams use different sources of information, it can cause confusion, mistakes, and compliance issues.
Web-Answers helps avoid this by giving everyone access to a single, approved knowledge base. Whether someone is on the phone, browsing your website, or using an internal system, they get the same reliable information.
livepro supports:
- A single source of truth for agents, customers, and internal staff
- Controlled access with role-based permissions
- Consistent answers across voice, chat, web, and email channels.
Connect to Your Existing Tools with Secure Integrations
Bank CX teams rely on multiple platforms to manage conversations, data, and workflows. If those tools don’t work together, it slows down service and creates extra work.
livepro integrates directly with systems like Salesforce, Genesys, and other major chat and CRM platforms. These secure, open API connections help your teams share knowledge without disruption.
With livepro’s secure conversational AI integrations, you can:
- Keep knowledge in sync across all channels
- Avoid manual updates and duplicate content
- Maintain compliance and version control in every system.
Case Study: How Atlanticus Cut AHT and Closed Compliance Gaps with livepro
Atlanticus, a US-based financial services company, needed to make it easier for agents to deliver accurate, consistent support. Their agents were barely using the old KMS, updates were slow to roll out, and compliance was becoming a risk.
The Problem
Agents were struggling to find the right information during calls. The knowledge system was slow, hard to navigate, and only 5% of agents were using it. Important policy updates were sent through PDFs and emails, which often got missed, creating gaps in service and compliance.
The Solution
Atlanticus worked with solutions partner Insite to roll out livepro’s AI knowledge management platform. From day one, agents had a faster, smarter way to find answers. Features like dynamic search and the Rocket Q&A tool made it easy to follow procedures and give the right response, without slowing down.
The Results
Within weeks, Atlanticus saw:
- 14% drop in Average Handle Time, from 266 to 230 seconds
- 100% agent adoption in the pilot group
- 2,000+ pieces of agent feedback, showing strong engagement
- 100% compliance with official knowledge usage.
Agents now had what they needed at their fingertips, and leaders finally had insight into how knowledge was being used in real time.
“When we launched livepro, we weren’t sure what to expect. But agents started using it right away, and the reporting features blew us away. I can now see exactly what content is being accessed, when, and for how long—it’s been a game changer.” — Michael Gajeski, Documentation Manager, Atlanticus.
Why Conversational AI Is Reshaping Customer Experience In Banking
Expectations around banking support have changed. Customers want help when they need it, on the channel they prefer, and without long wait times. At the same time, service teams are dealing with high volumes of calls, rising complexity, and strict compliance requirements.
That combination has made traditional call center tools harder to manage and less effective.
This is where conversational AI in digital banking is gaining traction. It helps automate common interactions, guides customers through tasks, and supports agents behind the scenes. It also meets the two things banks care about most: faster service and fewer errors.
What’s Driving CX Leaders to Prioritize AI in Banking
CX leaders in banking are responding to banking problems that can’t be solved by traditional systems alone. For example:
- Waiting for business hours isn’t realistic when most users manage finances at night or on weekends. That’s why customers expect support to be available at all hours.
- Self-service is now the first choice for simple questions. But when customers can’t find clear answers online, they turn to call centers and drive up volume unnecessarily.
- Agent workload and training demand are growing, support teams are stretched, and hiring more people isn’t always an option. So, reducing manual steps is now a priority.
- Inconsistent messaging or undocumented processes increase risk, especially during audits or reviews. Every interaction must meet compliance standards.
Where Conversational AI Delivers the Most Value in Banking
Banks are using conversational AI to improve service, especially where speed, accuracy, and scale are critical. Real-time banking KMS helps with:
- Customer onboarding: Help with know your customer (KYC) standards, understand eligibility checks, and explore product options without waiting for an agent.
- Account management: Give quick, accurate answers to everyday questions about balances, payment history, and recent transactions, on any channel.
- Fraud and security: Help users verify suspicious activity or confirm changes in real time.
- Loan servicing: Provide customers with real-time updates on their application status, review repayment terms, or get answers to common loan questions.
- Branch support: Let customers schedule appointments, find locations, or check hours without calling in.
That’s why more banks are exploring Generative AI in customer support to automate routine interactions, assist agents in real time, and improve response quality.
Transform Your Banking CX with Conversational AI
livepro is purpose-built for complex, regulated environments that let banks deliver faster service, reduce operational costs, and maintain compliance at every touchpoint.
With fast deployment, enterprise integrations, and measurable ROI, livepro’s AI-ready knowledge management for banking helps CX teams move quickly from strategy to impact.
Want to see how conversational AI in banking works in action? Book a free demo today!
