Dialogue banking: voice and text transaction assistant
The customer talks or types; bill, limit, dispute and transfer are completed in core banking in one session.
Dialogue banking: voice and text transaction assistant is an agent scenario in the Banking sector running on the app, voice, whatsapp channels. Trigger: Multi-transaction request over the mobile app chat, WhatsApp or the call centre. The Dialogue Banking Supervisor coordinates 4 specialist agents (Dialogue Agent, Identity Agent, Transaction Agent, Risk Agent) across 5 systems (Mobile App Chat, Core Banking, Card Management, Fraud Engine, SMS Gateway); of 11 steps, 3 write to systems and 2 are checks or approvals. Outcome: Three transactions executed, each with its own reference; the customer informed with one summary. Approval rule: Limit increase > 60%, dispute amount > 5,000 or transfer to a new payee → operations approval.
Dialogue banking: voice and text transaction assistant
- App chat: "pay my electricity bill, raise my limit to 40k, I don't recognise yesterday's 1,250"
- Three intents separated: bill payment · limit increase · transaction dispute; order and dependencies set
- Session biometrically verified, device enrolled; OTP mandatory above 10,000
- Plan: query bill → pay → limit score → policy → dispute record → one summary
- Electricity bill: 842.60, due in 3 days, no standing order
- Bill paid from the current account, ref #BL-2048816; receipt attached to the chat
- Limit 25,000 → 40,000: +60%, score 742, income verified → inside the auto-approval band
- Card limit updated to 40,000, ref #CL-77310; effective immediately
- Disputed transaction: cross-border e-commerce, score 81/100; card temporarily blocked, replacement offered
- Dispute file #DS-10944 opened, card blocked, replacement card ordered
- One summary: three transactions with references; read out on voice, SMS and push sent
- ■completed
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Multi-transaction request over the mobile app chat, WhatsApp or the call centre
Three transactions executed, each with its own reference; the customer informed with one summary
Agents
Dialogue Banking Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Dialogue Agent
Runs the multi-turn conversation, separates several intents, produces spoken and written replies
detect_intentscompose_replytts_speakIdentity Agent
Verifies the session, biometric state and per-transaction OTP thresholds
check_sessionvoiceprint_matchsend_otpverify_otpTransaction Agent
Executes bill, limit, transfer and card operations with core-banking tools
query_billpay_billget_card_limitupdate_card_limitopen_disputeblock_cardRisk Agent
Applies fraud score, policy thresholds and approval rules
fraud_scorepolicy_checkroute_approvalSteps
| # | Kind | Agent | What happens | System | ms | tok |
|---|---|---|---|---|---|---|
| 01 | ingest | Dialogue Banking Supervisor | App chat: "pay my electricity bill, raise my limit to 40k, I don't recognise yesterday's 1,250" | Mobile App Chat | 180 | — |
| 02 | reason | Dialogue Agent | Three intents separated: bill payment · limit increase · transaction dispute; order and dependencies set | — | 620 | 410 |
| 03 | verify | Identity Agent | Session biometrically verified, device enrolled; OTP mandatory above 10,000 | — | 340 | 120 |
| 04 | plan | Dialogue Banking Supervisor | Plan: query bill → pay → limit score → policy → dispute record → one summary | — | 260 | 240 |
| 05 | tool | Transaction Agent | Electricity bill: 842.60, due in 3 days, no standing order | Core Banking | 420 | — |
| 06 | write | Transaction Agent | Bill paid from the current account, ref #BL-2048816; receipt attached to the chat | Core Banking | 560 | — |
| 07 | verify | Risk Agent | Limit 25,000 → 40,000: +60%, score 742, income verified → inside the auto-approval band | Card Management | 700 | 330 |
| 08 | write | Transaction Agent | Card limit updated to 40,000, ref #CL-77310; effective immediately | Card Management | 480 | — |
| 09 | tool | Risk Agent | Disputed transaction: cross-border e-commerce, score 81/100; card temporarily blocked, replacement offered | Fraud Engine | 640 | 280 |
| 10 | write | Transaction Agent | Dispute file #DS-10944 opened, card blocked, replacement card ordered | Card Management | 520 | — |
| 11 | notify | Dialogue Agent | One summary: three transactions with references; read out on voice, SMS and push sent | SMS Gateway | 460 | 220 |
Credit card limit increase
The customer types in the app or talks to the call centre; the decision takes seconds, and anything above threshold goes to a manager.
Digital account opening (KYC)
ID, liveness and sanctions checks in one flow; clean applications open an account in minutes, no branch visit.
Card fraud alert triage
The card is blocked in seconds and the customer asked on WhatsApp; the reply releases or cancels the card.
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