Zeta, a leading innovator in card processing technology, has launched Selene, an AI-driven customer support assistant tailored for financial institutions. The solution, powered by advanced Generative AI and designed for enterprise-grade security, aims to transform how issuers handle customer service by automating routine interactions traditionally managed by contact centers.
Selene’s capabilities address several challenges within the banking and fintech sectors, including the rising volume of support requests, increasing customer demand for immediate resolutions, and the need for personalized service. The AI assistant distinguishes itself from typical chatbots with features such as natural language processing, real-time adaptability, and banking-grade compliance.
“Traditional chatbots often frustrate both issuers and cardholders. They’re rigid systems masked as intelligent assistants,” said Bhavin Turakhia, CEO of Zeta. “Selene changes that dynamic by understanding nuances in language and maintaining context throughout conversations, ensuring real-time actions are performed with banking-level security.”
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Integrated seamlessly with Zeta’s next-gen processing platform, Tachyon, Selene enhances performance by leveraging real-time customer data and processing power. The platform supports 24/7, omnichannel interactions, ensuring cardholders receive immediate, accurate assistance whether through voice or chat.
Selene also features intelligent escalation to live agents when necessary, preserving conversation history for a smooth handoff. With customizable workflows, it can be tailored to meet issuer-specific needs, driving efficiency and customer satisfaction.