AI Agent for Customer Support in DFS:
What the Future Looks Like

Why Do DFS Institutions Need an AI Agent If They Already Have AI Tools?

You might already be using AI-powered customer support tools to handle basic customer queries. So why would you need to switch to an AI agent for customer support?

The truth is, these tools do their job for simple tasks. However, they are insufficient to meet the increasing demand for personalised and complex customer support.

Here is why:

• • Handling Complexity: Basic AI-powered customer support tools can only address simple inquiries like account balance checks or password resets. But what about personalised product recommendations or a multi-step question about loan eligibility? AI agents handle these complex queries by using deep learning to understand context, offer tailored advice, and guide customers through more intricate processes.
• • Stuck in a Growth Loop: Low repeat purchases, limited resources, and inefficient operations often trap brands in a vicious cycle.
• • Personalised Experiences: AI agents go beyond just answering questions. They offer personalised recommendations based on a customer’s preferences, past behaviour, and financial situation.
• • End-to-End Support: While chatbots can only handle basic tasks, AI agents provide full-service support. They manage everything from answering routine questions to handling sensitive customer issues like collections or hardship care. This ensures that customers receive continuous and seamless service.
• • Scalability & Efficiency: As your customer base grows, so does the volume of support requests. AI agents help scale your operations efficiently. However, it doesn’t compromise on quality.

What Can a Full-Fledged AI Agent for Customer Support Do That Chatbots Can’t?

What Role Do AI Agents Play in Automating Banking Support Tasks?

It is important for digital financial institutions to provide personalised customer support. But let’s face it. Handling thousands of inquiries and complex tasks can be overwhelming for human agents alone.

It is important for digital financial institutions to provide personalised customer support. But let’s face it. Handling thousands of inquiries and complex tasks can be overwhelming for human agents alone.

AI agents are transforming how DFS institutions deliver customer support by automating the following tasks.

1. Conversational Product Advice

The Conversational Product Advisor Agent is designed to match customers with the most suitable financial products based on their individual preferences and needs.

This agent uses preference elicitation and affordability heuristics. It uses simulations of EMI or fees to offer the best product recommendations. All of which is backed by citations and disclosures.

Here is how it helps your customers:

• Deciding between savings and recurring deposits
• Selecting small-ticket working capital loans
• Choosing BNPL plans
• Understanding overdraft vs term loan options.

2. Tier-0 Banking Support Deflection

The Tier-0 Banking Support Deflection Agent automates the handling of routine customer queries. It offers a self-service model for everyday banking tasks. Its capabilities include secure verification, customer service automation with AI, and API actions. It can also facilitate human handoff with context for more complex issues.

Here is what it assists your customers with:

• Checking balances
• Resetting UPI PINs
• Blocking or unblocking cards
• Answering FAQs about NEFT, IMPS, and RTGS.

3. Unified Knowledge RAG for Banking Policies

This agent ensures that customers and support teams have access to accurate, up-to-date information regarding financial policies and regulations. It provides authoritative answers to customer queries related to regulatory compliance, financial policies, and banking procedures.

The agent uses versioned knowledge, source-linked citations, and freshness SLAs to provide reliable answers.

It helps your support teams address questions about:

• KYC
• Regulatory circulars
• Deposit insurance
• Microloan eligibility

4. Collections & Hardship Care

This agent focuses on improving recovery while maintaining empathy and compliance with financial regulations. It helps you manage collections and support customers facing financial hardship.

It supports sentiment-aware messaging and affordability checks. Moreover, it ensures that region-compliant scripts are integrated into multi-channel orchestration.

Here is how this agent improves your customer support.

• Sends payment reminders
• Schedules promise-to-pay agreements
• Offers rescheduling and hardship plans

5. Credit Operations Support

The Credit Operations Copilot assists credit operations teams by speeding up decision-making and improving accuracy in risk assessments. But how does it ensure accurate credit decisions?

It is because it uses document AI, ratio calculations, rule validation, and exception routing. What does this AI agent do?

• Analyses bank statements
• Calculates cashflows
• Identifies fraud red flags
• Assesses risk in credit operations

6. Micro-savings and Goal Automation

The Micro-savings and Goal Automation Agent nudges customers towards better savings habits. It automates savings processes and offers behavioural incentives.

What does this AI agent do?

• Automates round-ups for transactions
• Offers payday slices
• Creates festival savings goals

How does the AI agent do all that? Its capabilities include event-based triggers, behavioural nudges, and configurable rules. This helps customers to manage their finances effortlessly.

7. Call Centre Agent Assistance

A Branch or Call Centre Agent Assist enhances human agent productivity. This CoPilot provides them with real-time prompts, knowledge retrieval, and post-interaction summaries.

With support for real-time transcription, sentiment analysis, and RAG answers, it helps agents work more efficiently. Here is how these AI agents assist human agents.

• Offers after-call summaries
• Creates macros
• Assists with disposition coding
• Provides upsell cues

8. Post-Interaction Insights & Complaints Analytics

The Post-Interaction Insights & Complaints Analytics agent analyses customer conversations to drive improvements in support operations. It helps identify recurring issues and root causes of complaints.

The capabilities of this AI agent include topic clustering, sentiment trends, auto-JIRA ticket creation, and impact tracking. Here is how this AI agent works.

• Analyses themes
• Maps complaints
• Offers suggestions for process or SOP improvements

How Do AI Agents Improve Customer Experience Beyond Basic Support?

Customer expectations are at an all-time high. They want fast, personalised, and empathetic service every time they interact. But many current support systems simply can’t keep up. AI agents come in, transforming customer experience in the DFS sector.

1. Personalised and Empathetic Service

Customers today expect support that feels personal and human. Basic chatbots can answer simple questions. However, they cannot handle sensitive topics with empathy, such as financial hardship or credit concerns.

AI agents personalise every interaction based on each customer’s unique needs and situation. This makes customers feel heard and supported. This type of empathetic service leads to stronger trust and better customer retention.

2. Consistent Multi-Channel Support

Customers interact with brands through various channels. This includes chat, mobile apps, and more. The challenge is that many traditional support systems cannot deliver the same quality across all these touchpoints.

AI agents solve this problem by offering continuous and reliable service no matter which channel customers choose. A customer might start a query on chat and then continue it on the phone. The AI agent keeps the experience smooth without interruption. This creates more customer satisfaction and also reduces friction in service delivery.

3. Faster Response Times

In today’s digital world, customers expect quick answers. Waiting for service is one of the most significant pain points in customer experience. Traditional support teams often deal with large volumes of requests, which creates long wait times.

AI agents can handle multiple queries at the same time and provide fast responses without delay. This gives customers real-time answers and a better experience.

4. 24/7 Availability

Customers want support whenever they need it. It does not matter whether it is late at night or on weekends. AI agents are available 24/7 and provide round-the-clock support.

Whether it is a simple balance inquiry or an urgent issue, AI agents give immediate help at any time. This constant availability improves customer experience and customer engagement.

5. Seamless Issue Resolution

A common frustration for customers is being transferred between agents or having to repeat their issues again and again. This often leads to dissatisfaction.

If any issue requires a human agent, the AI shares the full history of the conversation with them. This makes the handoff smooth. This leads to quicker resolutions and less frustration for customers.

TechMonk: Best AI Agent in Customer Support for DFS

TechMonk is the best AI agent platform for Digital Financial Services (DFS). It helps businesses tackle customer support and engagement across all touchpoints with ease. Whether it’s handling simple inquiries or complex financial decisions, TechMonk’s AI agents take care of it all.

With TechMonk, you get pre-built AI agents that cover everything from product recommendations to hardship care. And if your business has unique needs, no worries! TechMonk makes it easy to build custom AI agents tailored just for you.

Here are some of our advanced AI agents that can lift your customer service to the next level:

• • Tier-0 Banking Support Deflection : It helps customers handle common service tasks on their own with smooth self service. You get secure verification, stepwise workflows, and clear human handoffs with full context.
• • Payments and Disputes Orchestrator : It makes payment issues simple from start to finish. It rebuilds transaction timelines, issues temporary credits, and packages evidence.
• • Branch/Call Centre Agent Assist (CoPilot) : It supports your human agents with real-time transcription, sentiment analysis, and QA hints. It boosts productivity and helps your team deliver high quality service.
• • Post-Interaction Insights & Complaints Analytics : It turns every customer interaction into insights you can act on. It tracks sentiment trends, auto-generates JIRA tickets, and measures impact to improve operational efficiency.
• • Unified Knowledge RAG for Banking Policies : It gives your team precise and reliable answers. It uses versioned knowledge, source-linked citations, freshness SLAs, and change alerts to keep everyone updated.

TechMonk makes it easy to create AI agents for your bank’s needs in just 3 steps.

• • Tools Library : Pick from our pre-built tools or build your own custom tools. You can empower your AI agents to perform any task in your workflow.
• • Agent Library : Choose from our ready-made AI agents or create custom agents powered by your own tools or the ones already available.
• • Agent Flow : Automate any banking workflow by assigning tasks to the right AI agents. TechMonk’s orchestrator smoothly handles task delegation to keep everything timely and efficient.

With AgentMonk, TechMonk’s AI agent platform, you get complete visibility into how your AI agents work.

• • Guardrails : Think of guardrails as your AI agent’s safety net. With AgentMonk, you set them up to make sure responses stay accurate, secure, and compliant. This keeps risks like data misuse or prompt manipulation out of the way.
• • Testing Automation : AgentMonk uses the LLM Judge to automatically validate responses, so your agents always stay sharp and deliver reliable answers. This ensures every interaction feels smooth and improves the customer experience consistently.
• • Observability of Workflows : Want to see how your AI agents are performing in real time? With AgentMonk, you get a live view of workflows, so you can spot issues the moment they appear and fix them right away. The result? Faster, smoother, and more efficient customer experiences.
• • Traceability of Conversations : Transparency is key. AgentMonk lets you trace every conversation your AI agents had with your customers. You can easily spot areas to improve, keeping your communications clear and always evolving.
• • Tracking AI Agent Performance : Stay on top of what really matters. With metrics like response time, accuracy, and latency, AgentMonk gives you the insights to fine-tune your agents. That means quicker, smarter, and more accurate responses.

Curious about what drives TechMonk’s AI Agents? Let’s explore.

• Customer Intelligence Platform : TechMonk turns customer data into valuable insights. It builds a 360 degree view of your customers. It helps you understand your customers better, personalise every experience, and scale smarter.
• Omnichannel Engagement Hub : Engage your customers wherever they are. They support channels like WhatsApp, SMS, email, voice, website, or in-app.
• Automated Banking Operations : TechMonk helps streamline back-office operations. From automating KYC verification to processing loan applications, TechMonk’s AI agents handle it all.
• AI Campaign : Launch highly targeted campaigns with TechMonk’s AI. It lets you filter by age, location, and behaviour to enhance engagement and drive results.
• Design Personalised Customer Journeys : TechMonk helps you create seamless, personalised experiences with simple tools.