How Selene Earns Customer Trust in AI

Contents

• The AI Trust Challenge: Understanding Customer Concerns
• Zeta’s Strategy: Building Trust with Selene
• Real-world Impact and Results
• Building Trust Through Intelligent Customer Support

Only 27% of customers trust AI with financial advice, and just 42% believe it can enhance their personal finances¹. While AI adoption is accelerating in nearly every sector, financial services customers remain cautious – primarily because mistakes in banking and payments can have immediate, severe financial consequences. For financial institutions, this creates a key challenge: how to leverage AI while addressing legitimate customer concerns in high-stakes financial contexts.

The AI Trust Challenge: Understanding Customer Concerns

Context and Intent Misinterpretation: Current chatbots are limited by rigid scripts, frequently misinterpret questions, provide irrelevant answers, and lose conversation context—forcing customers to repeatedly rephrase or seek human help even for simple issues.

Accuracy and AI Hallucinations: When AI confidently provides incorrect details about balances, transactions, or policies, customers might make misguided financial decisions. This undermines trust in both the AI and the institution itself, making accuracy essential for any banking AI implementation.

Data Privacy and Security: Financial data protection faces unprecedented challenges with evolving cyber threats and growing privacy concerns. The critical balance between strict regulatory compliance and customer convenience defines success for financial institutions.

Zeta’s Strategy: Building Trust with Selene

Reliable and Accurate Interactions

Selene is designed to address AI limitations through four components that prevent AI hallucinations:

Intent-Focused Action Generator: This feature matches customer requests against a library of pre-approved actions, eliminating the risk of unauthorized or fabricated responses. By only allowing verified, authorized workflows, it prevents Selene from inventing or executing unauthorized responses.

Enterprise-Grade Language Model: Selene uses an enterprise-grade AI language model thoroughly vetted for precision, which minimizes the occurrence of false or misleading information.

Robust Prompt Engineering and Guardrails: Every response is filtered through strict checks to ensure it remains within approved topics and functions, focusing on the customer’s needs.

Rigorous Input Management: Anti-jailbreak measures are in place to thwart any attempts to bypass the system’s safety features.

Training on Issuer Knowledge

Selene’s training is focused on issuer-approved materials, including internal documents, standard operating procedures, and compliance guidelines, ensuring it operates strictly within authorized parameters.

Commitment to Regulatory Compliance

Selene maintains rigorous adherence to industry standards and regulatory requirements, implementing comprehensive security measures to protect customer data and financial transactions:

Payment Card Security: Selene adheres to Payment Card Industry Data Security Standards (PCI-DSS), ensuring encryption, secure data transmission, and controlled data access.

SOC 2 Type II Certification: Regular audits, robust data privacy protocols, and a secure cloud infrastructure underline Selene’s commitment to high security standards.

Enhancing Context and Personalization

Selene leverages robust integration capabilities to deliver highly contextual and personalized customer experiences:

Real-Time Data Access and API Integration: Selene is natively integrated with Zeta’s next-gen processing platform – Tachyon – which allows Selene to access card, account, and transaction data in real time. This integration also enables it to support all types of customer interactions, ranging from simple queries to complex requests like payment processing and account management, through a comprehensive API catalogue.

Contextual Conversation Management: Advanced natural language processing enables Selene to maintain context, ensuring a smooth and coherent conversation flow.

Ongoing Quality Assurance: Continuous monitoring and rigorous scenario testing ensure that Selene consistently meets high quality standards while delivering accurate and natural interactions.

Real-world Impact and Results

Selene is designed to deliver measurable benefits across multiple dimensions of banking operations, creating tangible value for both customers and financial institutions:

Improving Customer Experience: Selene’s ability to quickly handle high volumes of queries leads to higher first-contact resolution rates, improved accessibility through 24/7 availability, and increased customer satisfaction. This efficiency also lightens the cognitive load on customers.

Operational Efficiency: According to McKinsey, deploying advanced AI like Selene can reduce reliance on live agents by up to 75%, automate 50-80% of routine inquiries², and substantially lower operational costs. It also streamlines new agent training and ensures consistent, quality responses.

Strengthening Risk Management: By standardizing responses and creating detailed audit trails, Selene minimizes compliance breaches and enhances fraud detection. The system improves documentation accuracy and secures sensitive customer data with advanced technological safeguards.

Building Trust Through Intelligent Customer Support

In the financial services industry, trust is paramount. Selene demonstrates that advanced AI can overcome traditional limitations by prioritizing accuracy, security, and personalized interactions. As customer expectations evolve and digital transactions become increasingly complex, embracing innovative AI solutions like Selene is essential for maintaining a competitive edge and ensuring long-term customer confidence.

References

1. J.D. Power | Customers Growing More Optimistic about Potential of AI in Financial Services, But Skepticism Remains | 2024
2. McKinsey | The next frontier of customer engagement: AI-enabled customer service | 2023