USE CASE · FINANCIAL SERVICES
Banks & fintech wallets
Give clients instant answers without compromising security.
OnDuty handles card FAQs, onboarding questions and basic account information while routing sensitive operations to your secure flows.
Pain points we solve
- •Clients get frustrated waiting to ask simple questions about cards or limits.
- •Agents answer the same onboarding and KYC questions every day.
- •Complex, sensitive operations need clear routing and disclaimers.
Outcomes you can expect
- •Clients self-serve most basic questions 24/7.
- •Onboarding flows move faster with fewer drop-offs.
- •Support teams focus on high-value, sensitive cases.
Signals & metrics
Handled by OnDuty
OnDutyCard & account FAQs
Explain limits, fees, freezes and replacements within your policy framework.
Onboarding assistance
Guide users through KYC, document upload and basic troubleshooting.
Smart routing for sensitive ops
Direct anything involving transactions, passwords or PINs to secure flows or humans.
Example conversation
User
Hi, my card was declined online. Do I have a limit?
OnDuty
I can explain how limits work and share common reasons for declines. For your security, I won’t ask for full card details here.
User
Okay, what should I check?
OnDuty
First, confirm your available balance in the app and that online purchases are enabled. If everything looks fine, I can connect you with support to review your specific case.
Workflow steps
3 channels- 1
Clarify intent
OnDuty identifies whether the user has a question, a claim or a sensitive operation.
- 2
Self-service where safe
Provide detailed answers when no account-level action is required.
- 3
Route to secure flows
If authentication or transactions are needed, route users to your app or a human.
- 4
Log interactions
Summarize the conversation so your team has context on each case.
KPIs to watch
- Self-service rate
- Onboarding completion
- Average wait time
Channels covered
- Website & in-app chat
- WhatsApp & SMS
- Secure handoff flows