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The constant availability of AI assistants means support is always accessible – they can manage basic inquiries and routine tasks at any hour of the day or night.
Use Case
Conversational AI for Financial Services
Conversational banking
In regulated markets, automation is hard to get right. Conversational AI helps financial institutions boost efficiency while keeping customer satisfaction high, and compliance intact.
AI-powered assistants reduce support team workload, shorten response times, and improve the customer experience, freeing agents for the complex interactions that need them.
Industries
Functions
Financial services meets customer care
With customer expectations continuing to rise, support teams struggle to manage high-volume periods and employee retention challenges. AI-powered support solutions help address these pressures.
The business case for conversational AI
In a regulated industry, getting AI conversations right isn't optional: every interaction carries compliance, trust, and brand risk. Done right, conversational AI carries the routine load while keeping customers confident. Here's where it delivers.
Available 24/7
Reduced response times
By delivering immediate responses to customer questions, AI dramatically cuts down waiting periods, addressing what many customers cite as their primary source of frustration.
Better handle peak times
During busy periods, the reduced wait times help take pressure off human agents, making it easier for organizations to effectively manage high-traffic periods.
Account management
AI assistants can pull up balance, transaction histories, and account updates, ensuring seamless support for everyday banking queries.
Fraud and disputes
Chatbots handle the first minutes of a fraud or dispute report: reassuring the customer, gathering the details, and triaging to the right specialist fast.
Loan and mortgage assistance
AI assistants can guide customers through loan queries and eligibility with minimal friction or handover a conversation to an adviser at the right time.
Personalised product recommendations
Assistants surface relevant products based on customer input and profile, and keep customers up to date on their spending trends.
Intelligent escalations
When the chatbot cannot help, it can summarize the customer's query for the support teams to ensure smoother handoffs for complex or sensitive issues.
Conversational AI, at scale
Understand how your organisation can put Conversational AI to work with the help of CDI. Work with our experts, or give your team the tools and training to build successful AI assistants.
Trusted by global brands
“It was a pleasure working with the CDI team. Each team member was extremely professional and brought deep expertise in their area of focus – AI training, copywriting, and conversation design.”
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“It’s been great working with CDI. They helped us get started quickly with the setup of our first chatbot and the first results are promising. Their consultants are knowledgeable, creative, and think along in order to build and maintain a good performing chatbot.”
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“Having the expert advice from CDI has really helped us to create with confidence the first version of the global Experience Strategy Framework and distribute it to the design community across all Vodafone markets.”
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“CDI is the leading expert in the conversational landscape and we’re really happy they shared their knowledge during the workshops with us. Moreover, we applaud them for making our students enthusiastic about this field of work!”
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About the CDI Standards Framework
When organisations want to have more interactions on their conversational channels than their contact centres have the capacity for, they reach for Conversational AI solutions to automate a large part of the interactions.
But this is not easy to do. People and machines have different ways of interacting so building a good AI assistant requires a unique understanding of technology, linguistics, and psychology.
CDI has worked with leading organisations around the world and has systematised the proven ways of creating successful AI assistants, and the enterprise capabilities that develop, manage, and grow them: the CDI Standards Framework.
CDI Standards Framework
Unlocking value in Conversational AI
The CDI Standards Framework is our definition of what it takes to get AI conversations right: thirty-one standards across six domains, each with maturity levels, grounded in years of experience with the world's leading conversational AI teams.
CDI Standards Framework is a systematic approach to developing a conversational AI capability: thirty-one standards across six domains, each evaluated through Four Forces, Mindset, Skillset, Culture and Systems, developed together, at the right pace.
CDI Workflow
turns the standards into practice: human-centred, goal-oriented AI assistants at scale.
The workflow works for all conversational channels, is technology-agnostic, and covers both declarative and generative AI approaches.
Discover our case studies
Assessing, improving and implementing the building process for a cosmetics chatbot
Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter…
Honeybook explores Agentic Experience Design
CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work…
Boosting Voice AI Performance for Deutsche Telekom
CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t…
Leading Global HR Services Provider
Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor…
IND embraces Conversational AI as a channel
The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c…
Global Sports Retail Chatbot
A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020. I…
Migrating Hansgrohe's Chatbot, Hans
The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe…
Migrating Trulet’s Chatbot, Trudi
Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha…
Expanding multilingual IVR support
A leading global provider of cutting-edge software and services, embarked on a transformative journe…
Goodcall’s AI Phone Assistants
Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th…
Healthcare HR Chatbot
Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to…
Vandebron’s Chatbot, Mick
Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c…
Vodafone’s Virtual Assistant, TOBi
Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi…
HP’s Virtual Assistant
HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.…
Conversational Capital
Every conversation your AI has is a deposit or a withdrawal from the trust your customers hold in you. Conversational Capital is how you measure that trust, and grow it. Want to know what it means for your AI? Get in touch and we'll walk you through it.
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The idea
Customers don't experience your AI as technology; they experience it as your brand talking. Every helpful conversation builds trust, and every failure spends it. That accumulating trust is Conversational Capital.
Measure it
A Conversational Capital Assessment reads your real conversations and returns your Conversational Capital Rating: a score of whether your AI is building trust or burning it, and where.
Grow it
Trust compounds when conversations are right. The framework shows which conversations to fix first, so every quarter your AI earns more trust than it spends.
Get in touch
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FAQs
What is the meaning of chat banking?
Chat banking is a service that allows customers to communicate with their bank via messaging apps like WhatsApp. This allows for easy access to financial services and transactions 24/7. It offers a secure and user-friendly way to manage your banking, giving you more freedom and convenience in your financial interactions.
What is a conversational payment?
Conversational payments are financial transactions that take place via text, voice, or chat interfaces. These payments are processed on popular platforms like messaging apps, voice assistants, and chatbots, allowing you to pay quickly and easily without navigating complex processes. They offer a user-friendly experience for both consumers and businesses.
How can AI be used in financial services?
AI is being used in financial services in various ways. It helps with data analysis, optimizing customer interactions, and real-time forecasting. AI can help you better manage risks, improve fraud prevention, and provide efficient customer service. This allows financial institutions to create more valuable experiences and enhance operational efficiency.
