An AI chatbot for financial services that sticks to approved answers.

Train it only on approved content

In financial services, the source list is the most important decision you make. Only add documents your compliance or product team has already approved for customers: product guides, fee schedules, application checklists, claims guides and the public pages of your website. Leave out internal procedures, draft product terms and anything with rates that change often, unless someone owns keeping it current.

When a document changes, replace it and click Resync. Resync is manual, so assign it to the person who publishes rate or fee changes. Turn on source links so customers can open the approved document behind each answer.

Write clear limits into the instructions

Use the AI Agent instructions to say what the agent must not do: give personal advice, recommend one product over another for someone’s situation, or comment on an individual account. Tell it what to do instead, such as offering a callback or handing the chat to staff. Write a fallback message that doesn’t guess, for example offering to put the customer in touch with your team.

Test those limits in the Playground before publishing. Ask leading questions (“which loan is best for me?”, “should I cancel my policy?”) and check the agent declines and offers a person each time.

Route people to the right team

Callback requests collected in an in-chat form go to Leads, with the customer’s preferred time. Live chats go to the Inbox through Human Handoff, within the working hours you set. Complaints, hardship and account questions should always reach a person, and your team can use private notes to record what happened.

Invite staff with the Agent role if they only need the Inbox, Leads and Tickets. This keeps sources and settings with a small group.