Augmenting Financial Services with Real-Time, Compliant AI Agents

In a rapidly changing financial landscape, delivering fast, reliable customer support without sacrificing compliance remains a critical priority for banks and insurers. During her presentation at the FTT AI Transformation event, Dana Muntean, Head of Financial Services, Banking and Insurance at ElevenLabs, outlined how voice AI is actively reshaping the customer experience across tier-one financial institutions.

Partnering with industry leaders such as Revolut, Klarna, Stripe, and Admiral Group, ElevenLabs is helping institutions augment their support networks so customers never have to wait on hold. Whether resolving a password lock, exploring savings products, or walking through personal loan settlements, AI agents are designed to deliver immediate, real-time resolutions.

"Our main goal is to help deliver that customer experience at scale in a multilingual, multimodal, multichannel agent that can understand really well the problem, but also provide an answer and resolution at scale."

— Dana Muntean, Head of Financial Services, Banking and Insurance at ElevenLabs

Solving Data Fragmentation in the Contact Center

A major obstacle facing today’s financial enterprises is fragmented data and uncodified "tribal knowledge". In traditional call centers, specialized expertise—such as deep knowledge surrounding complex loan policies or savings structures—often lives solely in the heads of senior individual team members rather than in standardized documentation.

Muntean highlights that the primary challenge and opportunity for banks lies in centralizing these fragmented ontologies and knowledge bases. By centralizing this data, institutions can configure AI agents that operate with top-tier domain expertise while remaining completely deterministic and strictly aligned with regulatory standards.