Imagine: a bank customer loses their card at 3 AM. They call support—IVR doesn't recognize the issue. An operator picks up after 15 minutes. The customer panics. Our AI bot solves this in 20 seconds. It recognizes intent from the first phrase, initiates multi-factor authentication via phone number, and blocks the card. All actions are logged in an immutable audit trail compliant with 152-FZ and 161-FZ. We have built dozens of such solutions for banks with assets over $1 billion. Guaranteeing compliance from day one.
A typical problem: bank chatbots on rule-based engines handle only 30% of requests without operator intervention. The remaining 70% are repetitive actions with context loss. Our AI bot, based on LLM, understands conversation context, retains history, and does not require re-entry of data. This yields a self-service rate of 75%—2.5 times higher than rule-based solutions—and reduces Customer Effort Score by 30%. On average, banks reduce operational costs by 35% after deployment.
Secure handling of financial transactions
The AI bot operates in a zone of maximum responsibility: financial operations, personal data, regulatory requirements. Architectural decisions are dictated by compliance, not just UX. The bot never requests CVV or the full card number in plain text; all sensitive operations require additional authentication.
Regulatory context: all operations comply with 152-FZ, 161-FZ, AML/CFT, and CBR requirements. Each dialogue is logged in an immutable audit trail with 5-year retention.
Functional blocks
- Informational block (no authentication): Rates, currency exchange, branch addresses, product terms (deposits, loans, cards), system statuses.
- Operational block (after authentication): Balance and statements, transaction history with filtering, card top-up, transfer, card locking/unlocking, product applications (loan, deposit, card).
- Complex scenarios: Transaction dispute (chargeback initiation), changing product parameters, closing an account/card.
| Request Type | Authentication | Response Time |
|---|---|---|
| Informational | None | 2 seconds |
| Operational | Two-factor | 10 seconds |
| Complex scenario | Three-factor | 30 seconds |
Multi-level authentication
Identification via card number/phone (partial) + SMS OTP; operation authorization via push notification in mobile app or SMS with confirmation code; large operations (> X RUB) require voice confirmation or biometrics. Any money action goes through the banking core API with independent authorization. The bot never stores payment data.
Compliance and regulatory reporting
Each dialogue is logged in an immutable audit trail with timestamp and user ID. Data is stored for at least 5 years. Records are accessible to the regulator upon request. AI decisions are explicitly marked in the transaction history.
Anti-fraud integration
Unusual requests through the bot are flagged: balance inquiry from non-standard geolocation, multiple failed authentication attempts, transaction at unusual time/amount. If flagged, additional verification or operation denial. This prevents up to 90% of fraud attempts.
Personalization of financial offers
The bot analyzes client profile: turnover, balances, product history, life events. Offers are relevant (e.g., "You regularly transfer rent—would you like to open a savings account for a mortgage down payment?") and never pushy. Clients can opt out with one command.
Technical specifications
- LLM-based intent recognition and NLP - REST/SOAP API integration - 10,000+ training dialogues - Load capacity: 10,000 RPS - Immutable audit log with 5-year retentionDeployment timeline
| Stage | Duration |
|---|---|
| Informational block, basic authentication, balance & statements | 1–2 months |
| Operations (transfers, card blocking), anti-fraud integration | 3–4 months |
| Product applications, personalization, compliance audit | 5–6 months |
| Omnichannel (mobile app + website + messengers), load testing | 7–8 months |
| Pilot, regulatory approval, production launch | 9–10 months |
What is included in the work
- Development of intent model and NLP pipeline
- Integration with banking API
- Configuration of anti-fraud and authentication modules
- Training on historical dialogues (10,000+ records)
- Load testing (10,000 RPS)
- Documentation for the regulator
- Staff training
- 3 months of post-launch support
Why choose us
With 5+ years of experience in fintech and 20+ completed projects for banks with assets over $1 billion, we deliver turnkey AI chatbot solutions. Write to us for a free project assessment. The cost includes development, integration, anti-fraud setup, regulatory documentation, staff training, and 3 months of support. We deliver a turnkey solution in 8–10 months.