Merlin Conversational AI Suite

Personalize Banking Experiences with Conversational AI

Deliver natural language experiences for every customer with Merlin - an intelligent omnichannel AI bot for retail banking customers.
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The images show a glowing purple circle on a dark background. The circle represents Zeta's Merlin platform, a conversational and intelligent AI agent that can be used to personalize and improve the efficiency of retail banking experiences.

How Merlin Conversational AI Suite Works

Merlin is Zeta’s natural language AI bot for retail customers. All conversations, across voice and chat channels, are managed by a conversation orchestration engine. Foundation models for Intent Detection, Code Generation, Image Recognition, etc., allow Merlin to understand and execute the request being made, while it accesses all Zeta platforms with a toolkit to make API calls, run code, convert text to speech, and more.

How Merlin Conversational AI Suite Works

Merlin Conversational AI Suite Capabilities

The image shows the screenshot of a chat conversation between a mobile banking app user  and Zeta's Merlin AI assistant. It indicates the platform ability to understand and respond to natural language inquiries.
Omnichannel
Make your voice and chat channels easy to use with Merlin's natural language conversation skills that are constantly upgraded to leverage the latest Generative AI capabilities.
The image shows the screenshot of a mobile banking app showing a text message from the user indicating Zeta's Merlin AI ability to recognize the user's intent to make a financial service action.
Intent Recognition
Significantly reduce fallback rates with Merlin’s ability to recognize and act on financial services intents across retail banking products.
The image shows the logos of AWS, Genesys, and NICE integrated with Zeta’s Merlin AI platform, indicating its seamless embeddable capabilities.
Embeddable
Seamlessly embed Merlin into your existing mobile app and Contact Center platform like AWS Connect, Genesys, or NICE.
The image shows a customer using Zeta’s Merlin AI on a mobile banking app indicating it securely transfers chats to live agents with the full conversation history, ensuring a smooth and efficient handover.
Contextual Hand-off
Reduce repetition during escalations and session hand-offs. Merlin supports hand-off to a live agent over voice or chat with the full context of the session.
The image shows Zeta’s Merlin Conversational AI knowledge augmentation diagram indicating the platform capabilities to train intent flows and responses based on organizational guidelines with documentation, standard operating procedures, and knowledge bases.
Knowledge Augmentation
Train Merlin's intent flows and responses based on organizational guidelines with documentation, standard operating procedures, and knowledge bases.
The image shows Zeta's Merlin AI analytics dashboard screen indicating the platform has a high degree of transparency and control with detailed raw performance data on its customer interactions.
Monitoring and Analytics
Manage Merlin with a high degree of transparency and control with detailed raw performance data on its customer interactions.

Launch Next-Gen Banking Conversations with Zeta

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