FinHub Engage · AI
Agents grounded in your own product knowledge, answering KYC, EMI and statement queries across WhatsApp, web and in-app — and escalating with full context when a question deserves a human.
The Challenge
The servicing queue is mostly the same few questions
A large share of inbound servicing volume is routine and repetitive — EMI dates, statement requests, KYC status — handled by people who could be working on exceptions.
Generic chatbots fail in lending because a wrong number is not a minor error. An invented interest rate or EMI date is a complaint, and sometimes a regulatory one.
Channel-siloed chat makes customers repeat themselves, and a customer who has explained their problem twice is already unhappy before a human joins.
Capabilities
What makes a chat agent usable in lending
Accuracy, continuity and knowing its own limits — in that order.
Grounded in your product, not the open internet
A general-purpose model will confidently invent an interest rate. Agents answer from your own product documentation, policies and rate cards, so what a customer is told matches what you actually offer.
- Answers drawn from your documented product terms
- Out-of-scope questions handed off rather than guessed at
- Responses stay current when the underlying document changes
One conversation, whichever channel it started on
A customer who asks about an EMI on WhatsApp and follows up in your app is having one conversation. The history follows them, so nobody is asked to repeat themselves.
- WhatsApp, web and in-app share a single conversation history
- Context preserved across sessions, not just within one
- Multilingual follow-up, including secure document upload
Handoff that arrives with the context
The measure of a chat agent is not how much it deflects but how well it hands over. When a human takes the conversation, they get the history and what has already been established.
- Escalation with the full transcript attached
- Agents see exceptions rather than routine queries
- Routine servicing contained without trapping the customer
How it works
Connect, ground, resolve, hand off
Four steps, and the fourth is the one that decides whether customers trust the other three.
Connect the channels
WhatsApp, your website and your mobile app, sharing one conversation history rather than three disconnected inboxes.
FAQ
Conversation AI — common questions
Channels, grounding, escalation and how chat data is handled.
WhatsApp, web chat and in-app chat, sharing a single conversation history so a customer moving between them is not asked to start again.
Explore More
The rest of FinHub Engage
Bring a few real customer messages
We'll show you how a grounded agent handles them — and, more importantly, where it hands off.