Announcing Selene: Advanced Conversational AI for Cards

Our vision at Zeta is to help card issuers launch amazing card experiences. And a big part of that agenda is solving persistent challenges in card servicing. Advancing on that vision, we’re delighted to announce Selene – a banking-grade AI-powered intelligent card assistant, engineered specifically for card servicing and support.

Developed to address the evolving challenges in the card industry, Selene AI targets three critical pain points:

• Overwhelmed support teams that can only scale linearly,
• Escalating expectations for instantaneous outcomes, and
• The growing demand for hyper-personalized service

Let’s see how Selene solves these challenges and how it is different from the current deployments of automated chatbots for card support. You can also read about Selene’s capabilities and impact in our solution paper here: Selene: Advanced Conversational AI for Card with Intelligent Insights & Actions.

Card Support Challenges: Present and Future

Customer support is at a tipping point for issuers, with call volumes expected to surge 20% by 2027. Current agent-based models are proving unsustainable, as apps manage 75% of support needs while the remaining 25% default to expensive voice support, plagued by long wait times – leaving both cardholders and issuers dissatisfied.

Issuer’s investments in digital support interfaces and automation haven’t yet paid off either. Complex menus and rigid workflows in conventional apps fail to recognize natural user requests and the intent behind them. This limitation shows up in customer satisfaction data – 68% of consumers report negative experiences with chatbots due to poor comprehension and limited capabilities.

Conversational AI, leveraging emerging Generative AI capabilities, can solve this by enabling natural interactions that transform cardholder experience.

How Advanced AI can Transform Card Support

Advanced AI models seamlessly integrated with a next-generation processing platform can help issuers:

• Deliver personalized support through natural conversations, enabling cardholders to express their needs in their own words.
• Maintain conversation context, adapting to evolving requests, just like a human agent would.
• Provide intelligent automation with banking-grade security, ensuring responses are reliable and hallucination-free.
• Enable instant resolution through real-time processing for immediate access to card data and actions.
• Scale seamlessly, handling spikes in support volume while maintaining service quality.

These capabilities form the foundation of Selene, Zeta’s advanced Conversational AI that reimagines what card support can be.

Introducing Selene

Selene is a first-of-its-kind AI-powered intelligent assistant designed specifically for issuers. Combining advanced Generative AI technology with banking-grade features, Selene provides card issuers with servicing and support journeys based on the most in-demand service queries for contact centers.

The following demos showcase Selene in action helping a cardholder make a payment and resolve other queries, over chat and voice, in natural language maintaining conversation context.

Get more details in the solution paper Selene: Advanced Conversational AI for Card with Intelligent Insights & Actions.

Selene: Capabilities & Key Differentiators

What makes Selene unique? It goes beyond standard chatbots to deliver:

1. Natural, Human-like Conversations

• Advanced Speech Recognition (ASR) and Text-to-Speech (TTS) capabilities.
• Natural dialog generation for engaging, human-like interactions.

2. Intelligent Intent Detection

• Understands nuanced language, recognizing that “split my bill” and “share this payment” mean the same thing.
• New intent flows can be easily customized to address specific issuer needs.

3. Banking-grade Security

• Advanced guardrails prevent hallucinations and arbitrary responses.
• Trained on issuer-specific knowledge and workflows to ensure accuracy and compliance.

4. Seamless Context Navigation

• Maintains continuity, just like a human agent. For example, a cardholder can start a payment request for $100, change it to $115 mid-conversation, and Selene adjusts without skipping a beat.

Value Realized: For Cardholders and Issuers

Selene reimagines card support, creating transformative value for both issuers and cardholders.

For Issuers:

• Significant cost reduction in card support & servicing operations
• Dramatic reduction in call volumes to human agents
• Scalable capacity management to meet peak demands

For Cardholders:

• No wait times with 24/7/365 availability
• Hyper-personalized human-like assistance
• Seamless experience across voice and chat channels

Selene represents the next evolution of card support, delivering transformative value to both issuers and cardholders. Contact Us to learn how Selene can accelerate your AI adoption and help you launch banking-grade card assistants in weeks.