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ZENDESK AI FOR FINANCIAL SERVICES

Trusted resolutions for financial services

Deliver compliant, secure AI support with automation you can actually control. Zendesk AI helps banks, insurers, and fintechs resolve issues faster and avoid risk with personalized, 24/7 support. All without adding headcount.

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Trusted by 80,000+ companies

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Zendesk AI for finance

AI built for money-sensitive moments

Automate routine account enquiries

AI agents handle PIN resets, payment status checks and claims enquiries, so your team is available for complex, high-value cases.

Equip agents for high-stakes scenarios

Agent copilot provides customer context, compliant suggestions and accurate responses to fraud enquiries, disputes and verifications.

Scale without compromising security

Advanced PII redaction, role-based access and data privacy controls come built in, so sensitive data stays protected as your operation grows.

AI agents

Resolve financial enquiries with confidence

AI agents handle multi-step reasoning for complex financial processes like identity verification, policy updates and document uploads, while routing sensitive matters to the right support agent so nothing falls through the cracks.

Discover AI agents
AI agent chat where banking customer Julie asks about a deposited cheque that isn’t showing in her account. The AI agent replies that the cheque is still processing and will be available by Wednesday. A side panel shows the AI agent’s reasoning steps: retrieve transactions, find pending deposit, apply deposit policy and calculate clearing date.

COPILOT

AI assistants built for financial complexity

Agent copilot ticket titled ‘Customer can’t access his account’. Customer Terry Lewis writes, “Hi! I can’t log in to my account. I’m on holiday in France.” Copilot suggests a reply asking Terry to verify his identity via a secure link, with Auto assist on and ‘Edit’ or ‘Approve’ buttons for the agent.
Zendesk knowledge copilot showing article suggestions under Policy Management > Driver Updates, highlighting ‘Adding a driver to your policy’. An article editor displays the drafted content explaining how to add a driver to a car insurance policy via a valid driving licence photo.
Zendesk analyst copilot search bar with the query ‘How are response times for Digital Wallet enquiries?’ generating a ‘Digital Wallet support performance’ dashboard, showing a line chart of first reply times for Digital Wallet tickets and a doughnut chart of tools used by agents.
Zendesk admin copilot dashboard showing latest insights – 8.5hr resolution time, 13% ticket volume and 20min first reply – alongside recommendations to change priority for ‘Cancel policy’ intent tickets and route ‘Natural disaster’ intent tickets to FNOL. A chat panel offers quick actions to route specific tickets or change ticket priority.

Give your team AI-powered guidance directly within the agent workspace while keeping them in control. Agent copilot suggests next steps, drafts responses and executes approved actions to remain compliant during fraud investigations, dispute handling and identity verifications.

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Agent copilot ticket titled ‘Customer can’t access his account’. Customer Terry Lewis writes, “Hi! I can’t log in to my account. I’m on holiday in France.” Copilot suggests a reply asking Terry to verify his identity via a secure link, with Auto assist on and ‘Edit’ or ‘Approve’ buttons for the agent.

Resolution Platform

Provide reliable, consistent financial support

Voice AI agent call interface where a customer says, “Hi, I’d like to close my account.” The system identifies Intent: Close account and Urgency: Moderate, and the AI agent responds, “I can help with that. I’m sending you a verification code.”
Audit log table tracking financial services activity, showing timestamps, actors and actions: Marcus Vance updated a beneficiary profile, Sarah Jenkins added a trusted contact and submitted a risk questionnaire and Jack Friedman enabled 2FA enrolment.
Chat conversation where a customer reports, “I think a scammer got my new card number.” The agent responds, “I’ve frozen that card and will set up a secure replacement right now.” A Spotlight panel flags two quality assurance signals: ‘Escalation’ and ‘Vulnerable customer’.
Zendesk Agent Workspace showing a message from VIP client Taylor Martins: “My transaction isn’t processing.” A connected Fiserv panel displays account context – total relationship value of $1,245,000, 7-year account tenure, High risk tier – and transaction #888 details: $50,000 pending, with sufficient funds and Enhanced Due Diligence (PEP monitoring) status.

Resolve complex financial enquiries across messaging, email and voice with autonomous AI agents. Prevent delays and ensure customers never repeat themselves, no matter where the conversation starts.

Voice AI agent call interface where a customer says, “Hi, I’d like to close my account.” The system identifies Intent: Close account and Urgency: Moderate, and the AI agent responds, “I can help with that. I’m sending you a verification code.”

ENTERPRISE-GRADE SECURITY

Guard sensitive data at scale

Embed PII redaction, role-based data masking and audit trails directly into workflows with Advanced Data Privacy and Protection. Meet strict global regulations with independent SOC 2 Type II, ISO 27001, FEDRAMP and GDPR certifications.

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Zendesk Agent Workspace ticket from Platinum customer Fran Anderson: “There’s a duplicate charge from my grocery trip yesterday. It was $142.57 on my account ending in [redacted].” The account number is automatically masked, demonstrating Advanced Data Privacy and Protection’s PII redaction.

Customer stories

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86%

CSAT

23%

increase in productivity

“One of the nicest things now is hearing how the operational teams in the different regions are using Zendesk. They are excited to see what further capabilities they can gain with the platform and the AI integration.”

Steven Franklin

Global Head of Customer Service, Siemens

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SUPPORT INTERNAL TEAMS WITH COMPLIANT AI

Make employee service effortless

AI agents automate internal requests like policy lookups, system access and IT help with strict data privacy and compliance. Agent copilot guides teams through complex workflows while keeping every interaction traceable, consistent and audit-ready.

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Two business professionals in an office reviewing a phone together, with a chat overlay showing an employee asking, “How do I get an Excel plug-in approved?” The AI agent replies, “Need a software extension? Here you go,” with a ‘Software Request’ button.

Additional industry resources

Frequently asked questions

Financial services customer service software helps fintechs, banks and insurers resolve issues without compromising compliance. Consolidate phone, messaging and email support into a unified workspace to provide contextualised support for high-stakes issues.

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