No matter how advanced your tech stack is, callers still expect to talk—or be helped—right now. Agents can only handle one call at a time. Legacy menus and disjointed tools make it harder:
High volumes of routine calls tie up staff
High-value or urgent calls wait in the same queue
Static IVR menus break under real-world complexity
IT and operations fight to maintain scripts, routes, and exceptions
Virtual Banker turns your phone channel into an intelligent, governed front door, so callers get what they need without creating operational chaos.
Easy & Routine
Availability of Operating Hours
Guided & Non-technical
High-touch & Personalized
Guaranteed & Escalated
Fear of Being Hacked
Banking-as-usual (~60%)
Fraud & Disputes (~10%)
IT Assistance (~10%)
Miscellaneous Support (~10%)
Connect with Directory (~10%)
New Account Inquiry (<1%)
Not operationally scalable
Managerially challenging (staffing)
Routine/monotonous/repetitive
Legacy & disjointed technology
Less-secure than other channels
Unpredictable & Time-sensitive
Virtual Banker delivers conversational (or guided) self-service for everyday banking:
Identify and authenticate callers
Provide balances, history, payoffs, and account details
Process configured transfers, payments, and other core-connected actions
Handle common “how-to” and troubleshooting flows for digital banking
Offer proactive prompts and announcements during high-impact events (conversions, outages, card reissues, etc.)
Virtual Banker delivers conversational (or guided) self-service for everyday banking:
Identify and authenticate callers
Provide balances, history, payoffs, and account details
Process configured transfers, payments, and other core-connected actions
Handle common “how-to” and troubleshooting flows for digital banking
Offer proactive prompts and announcements during high-impact events (conversions, outages, card reissues, etc.)
Virtual Banker unifies AI-powered phone banking, auto-attendant, and routing into a single solution you control.
Understands natural language (“I want to check my balance” / “I need fraud help”)
Supports keypad navigation for those who prefer it
Authenticates callers and completes real account tasks where approved
Routes intelligently based on intent, customer profile, time of day, and business rules
Delivers consistent, compliant messaging shaped by your policies, not a generic model
It’s not just an IVR. It’s your virtual frontline for inbound calls.
Bring intelligent operator capabilities into Virtual Banker:
Branded greetings and institution-specific menus
Natural language or simple prompts (“Sales,” “Lending,” “Report a lost card”)
Dynamic routing by department, branch, skill, language, or queue conditions
Direct dial and name/role directory support
Overflow, after-hours, and failover rules baked into one orchestrated system
Load Virtual Banker with your products, FAQs, scripts, policies, and routing rules, in hours, not days.
Define exactly what it can say (and not say). Virtual Banker follows your approved language and flows.
Review transcripts, monitor success rates, adjust journeys, and continuously improve, just like managing a top-performing agent, with better visibility.
![Customer support [Recovered]-04](https://directlink.ai/wp-content/uploads/2024/11/Customer-support-Recovered-04-768x765.png)
Governed AI managed by the retail operations team for rapid updates, AI training, and customer journey mapping
![Customer support [Recovered]-08](https://directlink.ai/wp-content/uploads/2024/11/Customer-support-Recovered-08-768x768.png)
Eliminate wait times with instant responses powered by the same systems your live agents rely on—core banking, card processing, and more.
![Customer support [Recovered]-07](https://directlink.ai/wp-content/uploads/2024/11/Customer-support-Recovered-07-768x768.png)
Deliver seamless customer account support 24/7/365, ensuring round-the-clock service and availability
![Customer support [Recovered]](https://directlink.ai/wp-content/uploads/2024/11/Customer-support-Recovered.svg)
Break through operational limits with a solution that handles unlimited call volumes, eliminating bottlenecks caused by agent-customer workflows
Adapt and integrate effortlessly with API connections to FinTech platforms, making it configurable where you want and customizable where you need.
Transform account support with 24/7 availability, seamless FinTech integration, and real-time AI updates controlled by your retail operations team. Deliver instant, accurate service aligned with live-agent standards, while effortlessly managing unlimited call volumes. Adaptable, reliable, and built for your business.
Focused on automating banking-as-usual customer inquiries 24-7-365. Real-time banking core connected account interactions, for banking skills such as:
Virtual Banker can be configured to:
Identify, authenticate, and authorize account access
Fetch balances, histories, payoffs, and other information
Post transfers, loan and bill payments (per your rules)
Capture and route new account and loan inquiries
Trigger alerts, flag potential fraud flows, and route to specialized teams
Extend to new skills as your institution grows
Not another touch-tone-teller. No fixed call paths with core-connected AI. A dedicated content management solution for owning the customer journey, including:
You keep control, without a heavy engineering lift.
Centralized knowledge and dialog management
Simple telephony integrations and forwarding rules
Intelligent, dynamic call flows based on intent, segments, or schedules
Shared governance with Compass and the rest of the Directlink platform
Conversational AI that replaces scattered documentation with instant, policy-aligned answers empowering staff to work smarter, faster, and always in complianc
Conversational AI that supports digital and core banking conversions resolving issues in real time, reducing call volume, and guiding customers through change with confidence.
Traditional IVR keypad solution for secure self-service, giving customers fast access to account info, while easing call volume and supporting high-frequency banking tasks.
Directlink goes beyond a platform, it’s a commitment to seamless service, enhanced efficiency, and genuine connection. Step into the future of banking where every interaction is designed to deliver exceptional outcomes, build trust, and elevate customer experiences.
Use this tool to gain insights into the financial impact of handling routine customer calls:
*Routine calls include account inquiries, transaction queries, transfers and payments, and miscellaneous maintenance.
