Agentic AI · Use Cases

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Finance & Fintech

11 use cases

"Your customers expect answers at midnight. Not an office that opens at 9am."

Billing & Account Queries

No More Re-Explaining to a Third Agent

The Problem

A customer is already upset about a charge. Then they have to explain the whole situation again to a third agent who has no context. Every re-explanation erodes trust and increases the risk of escalation.

Simplexi Solution

Simplexi AI Agent matches the caller to their contact profile the moment they call

Explains the charge clearly and offers payment plan options immediately

Applies the plan on the spot if the customer agrees — no waiting

Only escalates if the case is genuinely complex

When escalated, the human agent already has full context on screen

Impact

Zero repeat explanations from customers

Faster average handling time per billing query

Higher first-contact resolution rate

24/7 Account Access

The Market Trader Who Needs Her Balance at Midnight

The Problem

A market trader finishes work at midnight and needs to check her loan balance before making a payment decision. Your branch is closed. Your app is confusing. She gives up — and misses the payment. That missed payment is a preventable problem.

Simplexi Solution

Simplexi AI Agent answers customer calls or WhatsApps at any hour immediately

Verifies identity and pulls up the account in real time

Provides balance, payment due date, and last transaction

Takes a payment instruction or routes to on-call staff for complex requests

Available 24/7 with no additional staffing cost

Impact

24/7 account access with zero additional staff

Fewer missed payments from customers who could not reach support

Higher customer satisfaction among after-hours users

Insurance Claims

Filed in One Call, Handler Ready on Monday

The Problem

A customer's car is in an accident at 8pm on a Friday. The office is closed. They reach voicemail. They call a competitor — and that is who processes the claim. A slow first response in insurance is not just bad service — it is a lost customer.

Simplexi Solution

Simplexi AI Agent answers immediately — any time, any day — and collects all incident details

Checks the policy in real time and confirms coverage on the call

Creates the claim record automatically with all information captured

Routes to the right claims handler on Monday morning with everything already on screen

Impact

100% of after-hours claims captured — zero sent to competitors

Faster claim processing — handler starts with a complete file

Higher customer retention after a claim event

Branch Deflection

Freeing Your Team for the Conversations That Matter

The Problem

Most inbound calls to a bank branch are the same three questions: opening hours, card activation, and exchange rates. Staff trained to sell products and resolve complex issues are spending their day answering FAQs.

Simplexi Solution

Simplexi AI Agent answers calls and WhatsApp messages instantly across all channels

Handles FAQs from a live knowledge base that is always up to date

Provides account information after identity verification

Books branch appointments for services that genuinely need a human

Escalates complex queries to the right department immediately with full context

Impact

Up to 70% of routine branch queries deflected automatically

More staff time available for revenue-generating conversations

Shorter wait times for customers with genuine issues

Call Recording

Resolving a Disputed Promise Before It Becomes a Regulator Complaint

The Problem

A customer claims an agent promised them a fee waiver six weeks ago. The agent today has no record of it. Without a reliable conversation record, you are either absorbing the cost or escalating a dispute that could reach a regulator.

Simplexi Solution

Compliance searches call history by customer number and date range in seconds

Finds the recording — timestamped, tagged, and indexed

Listens to the exact section where the promise was made

Fee reversed immediately with a WhatsApp confirmation sent

Original agent receives a coaching note — not a formal complaint

Impact

Disputes resolved in minutes — not weeks

Zero unnecessary regulatory escalations

Stronger compliance evidence trail across every interaction

Assisted Transfer

The Fraud Call That Gets to the Right Team Without Starting Over

The Problem

A customer calls urgently about an unauthorised transaction. They are panicking. The front-line agent handles general queries — fraud goes to a specialist. Making a distressed customer repeat themselves delays action when speed matters most.

Simplexi Solution

Front-line agent uses Assisted Transfer and briefs the fraud specialist before connecting

Specialist picks up already knowing: customer name, transaction amount, distress level, and identity confirmation status

Card blocked and investigation opened within 90 seconds of connecting

Customer receives a WhatsApp confirmation of the steps taken before the call ends

Impact

Card blocked and investigation open within 90 seconds

Zero re-explaining for distressed customers

Higher customer trust after a fraud event

Searchable Call History

A CBN Audit Log Ready in 4 Hours, Not a Week

The Problem

A regulatory audit requires a full log of every customer complaint and resolution status for the last 90 days. Without a structured, searchable record, this takes a week of manual pulling — creating compliance risk and operational strain.

Simplexi Solution

Filter conversation history: tag = Complaint, date range = last 90 days

Every qualifying conversation returned across voice, WhatsApp, and SMS

Each record shows: timestamp, agent name, duration, outcome tag, and AI summary

One-click export to CSV — submitted to the auditor the same day

Impact

90-day audit log ready in 4 hours instead of a week

100% of qualifying conversations captured — nothing missed

Zero manual data pulling required

Custom Contact Attributes

Flagging Legal Hold Accounts Before Any Agent Makes a Costly Mistake

The Problem

Accounts under active legal dispute are occasionally discussed by agents who had no way of knowing. Each instance creates serious legal exposure. Without a system-level safeguard, this relies entirely on individual agents remembering — an unreliable protection.

Simplexi Solution

Custom attribute added: Account Risk Level — Standard, Sensitive, Legal Hold, Do Not Contact

Legal Hold status triggers a full-screen alert the moment any agent opens that record

Alert: LEGAL HOLD — Do not discuss account details. Transfer to compliance immediately.

Do Not Contact flag removes the number from every broadcast list automatically

Compliance team exports all Legal Hold accounts monthly to track resolution

Impact

Zero accidental disclosures on legal hold accounts

100% of restricted contacts removed from broadcast lists automatically

Stronger legal protection across the entire agent team

Saved Dashboards

Monthly Board Report Done in 12 Minutes

The Problem

The head of CX produces a monthly board report covering call volume, SLA compliance, AI resolution rate, average handling time, and WhatsApp response times. Without a saved reporting view, this takes half a day of manual data pulling every month.

Simplexi Solution

Dashboard view built once — every metric needed across every channel in one screen

Saved as a named view and opened with one click each month

Date range set to previous month — CSV exported in seconds

CSV drops straight into the presentation template with no reformatting needed

Compare dashboard shows month-on-month trend automatically

Impact

Monthly board report completed in 12 minutes instead of half a day

Zero manual data pulling or spreadsheet formatting

More time to analyse the numbers instead of just collecting them

Post-Conversation Insights

Catching At-Risk Customers Before They Churn

The Problem

Several customers went quiet after recent support interactions. Nobody flagged anything during the calls — but those customers have not transacted since. Without visibility into conversation sentiment, churn happens silently until it is too late.

Simplexi Solution

Filter Post-Conversation Insights by sentiment score: Negative — last 30 days

Every conversation where a customer ended frustrated surfaces immediately

AI summary for each shows exactly what went wrong — unresolved issue, multiple transfers, no follow-through

Personalised WhatsApp sent to each at-risk customer proactively

Re-engagement tracked and logged automatically

Impact

At-risk customers identified before they churn

Higher re-engagement rate from proactive outreach

More revenue retained from customers who were about to go silent

Scheduled Conversations

Loan Repayment Reminders 3 Days Before the Due Date

The Problem

Late payment rates are high — and most late payers admit they simply forgot. The team does not have capacity to manually call every borrower before every due date. Without automation, this problem repeats every month.

Simplexi Solution

Scheduled WhatsApp sent to each borrower 3 days before their repayment date automatically

Message includes the exact amount due, the due date, and a tap-to-pay option

A second reminder sent the morning of the due date if no payment is recorded

Borrowers who reply with questions are routed to an agent automatically

Zero agent involvement required for standard reminders

Impact

Significantly fewer late payments each month

Zero manual reminder calls made by the team

Higher on-time repayment rate across the portfolio

Stop answering questions your system already knows.

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