Bots
Routine requests, handled.
A bot confirms details, looks up the account, and takes the payment through the payment step.
Bots← All industries
Solutions · Financial services
Routine member calls handled. The record ready for review.
Bots take the balance questions and payment-date changes, working the queue next to your tellers. Calls are recorded and transcribed under your media policy and scored against your playbook while they happen.
100+ countries · Cloud, hybrid, or onsite · 1 to 1,000 seats
A day on Unbound
A member services day your examiner could replay.
-
The bot takes the member call, and the change comes back confirmed. A bot moves the payment date.
The bot checks the account through your core system, moves the date, and logs the change on the member.
-
The task offers to a specialist, with the next member already in line. A refinance goes to a person.
The member mentions refinancing. The task routes by skill to a lending specialist, with the whole call on screen.
-
Required steps check off live, showing the line to read now. The disclosure is checked live.
The disclosure is a playbook step. The specialist sees it’s open, reads it, and the scorecard fills in.
-
A chat shows who handled it, and a call shows the time it happened. The reviewer pulls the record.
Compliance finds the recording, the transcript, the score, and what the bot and the specialist changed, by name and time.
A bot on the member services queue answers balance questions under the same access policy as the teller beside it. A refinance or a hardship call goes to a specialist, who picks up already knowing what the member asked for. How bots work member calls
Routine volume
Bots clear the routine. Your team keeps the relationship.
A balance, a payment date, or an address change goes to a bot. The loan conversation and the life event go to the person who should have them.
Routing
The loan question reaches lending.
Route on skills and languages. A member in the middle of a loan moves up the queue.
RoutingQueues
Callbacks at month end.
Members choose a callback over hold music. It dials out when a specialist accepts it.
QueuesThe member
One member timeline.
Calls, messages, and forms on one member, so the next conversation starts where the last ended.
PeopleQuality and review
Disclosures checked on the call, not in next month’s sample.
The same scorecard grades human and bot conversations against your rubric. A media policy decides what gets recorded, transcripts sit on the member with the call, and the wallboard shows who’s struggling this week.
Run it where your policy says
Run it in our cloud, your data center, or a mix.
Same screens, admin console, workflows, and releases in each.
- Cloud
We run it. Each account on its own isolated database, with HD voice and geo routing in 100+ countries.
- Hybrid
Hybrid runs in your building and in our cloud together, active/active or active/passive, your choice.
- Onsite
Calls, messages, records, files, and recordings stay in your building. Ask us how model calls and carrier traffic run in yours.
Security and access
Your security team decides who can see what.
A teller, a lender, and a bot each see what their role needs. People, bots, and connected tools answer to the same policies.
Before
- Broad access handed out just in case.
- A bot with a login that can read everything.
- Who changed what, pieced together from three systems.
On Unbound
- Policies built in a point-and-click designer, so a teller sees what a teller should.
- A bot on the payments queue reads and updates only the payment records its role allows.
- Encrypted in transit and at rest. A change by a person, a bot, or a connected tool is logged with who made it and when.
- An executive's assistant can see that line, pick up or screen a call on it, and dial out showing the executive's number, from a desk phone or the web app.
Questions
What compliance and security reviewers ask.
Can we run Unbound in our own data center?
Yes. Unbound runs in our cloud, hybrid, or onsite on your infrastructure, with the same screens, workflows, and admin console in each. Onsite, calls, messages, records, files, and recordings stay in your building. How model calls and carrier traffic run depends on the deployment, so ask us about yours.
What can a bot see in member records?
Whatever its access policy allows, the same as a person in the same role. A bot that works payment tasks sees the payment records its role needs.
Are a bot’s actions logged?
Yes. The changes a bot makes and the lookups it runs in your connected systems land in the same audit trail as your staff’s. A manager can listen to a bot’s conversation as it happens and take it over.
Can we check every call for a required disclosure?
Yes. Make the disclosure a step in the playbook. Conversations, human or bot, are checked against it live, so the agent sees it’s still open and the manager sees the calls that missed it.
Score a day of your own calls against your disclosures.
Open a free 30-day cloud account, put your disclosures in a playbook, and run a day of member calls through it. Planning hybrid or onsite? Talk to us and bring your vendor security questionnaire along.