Voice AI for Banking & Financial Services

What banks actually need automation for.

Your high-value relationships don't call the IVR — they call the RM. Everything else is a volume problem. Poocho AI is built for the volume.

Fraud & dispute triage

Take the inbound dispute, verify identity, pull transaction context, open the case in your core-banking system, and SMS the ticket number — in Urdu, Arabic, or English, in under two minutes.

Card & account servicing

Block/unblock cards, reset PIN, re-issue, update mobile, activate internet banking — with SCA/OTP verification enforced end-to-end.

Collections & early delinquency

Respectful, compliant outbound calls with live objection handling. Promise-to-pay capture, payment-link send, and seamless hand-off to a human agent when the conversation requires one.

Loan & mortgage pre-qualification

Qualify applicants against your policy engine on the phone, capture KYC documents via WhatsApp, and pre-fill the application by the time the RM calls back.

Branch appointment booking

Multi-channel appointment scheduling with real-time branch capacity integration — cut no-shows and reduce wait-time complaints.

Customer complaint deflection

Open complaint on first contact, route to the right operations queue, auto-acknowledge via SMS, and keep the customer informed on SLA progress.

Representative outcomes from banking deployments.

Up to 70%

Call-center volume handled by AI before human escalation

< 3s

Average first-response time on voice and chat

24/7

Coverage in Urdu, Arabic, and English with zero additional headcount

Representative figures observed across financial-services deployments. Actual outcomes depend on call mix, integration scope, and the policies configured by your operations team.

Read the Bank of Punjab case study →

Why banks choose Poocho AI.

The three things your CISO, your COO, and your regulator each care about.

Customer data never leaves your environment. Deploy inside your datacenter, your cloud tenant, or a sovereign region of your choice. No hidden subprocessors.
PCI-DSS scope isolation, by design. Card data handling is segregated into a minimal-scope enclave with HSM-backed tokenization.
Core-banking integrations out of the box. Pre-built adapters for major core-banking platforms and custom ESBs through documented APIs.
Built-in fraud signals. Voice biometrics, behavioral anomalies, and device-fingerprint hooks surface risk to your fraud team in real time.
Call recordings, transcripts, redaction, retention. WORM-capable audit trails satisfying SBP, SAMA, CBUAE, SAMA, and RBI requirements.
Urdu and Arabic, natively. Not translated — trained on domain-specific data so customers are understood naturally without switching to formal language.

Regulatory compliance — what your auditor will ask, and our answers.

Compliance is not a checkbox. It's a design requirement that was specified before the first line of code was written.

SAMA Cybersecurity Framework (CSF). The platform is architected to support SAMA's cybersecurity control domains — asset classification, access control, threat management, and incident response. Deployment inside your licensed banking environment means your existing ISO 27001 / SAMA CSF controls extend to the Poocho AI layer without a separate control implementation.
SBP IT Security Regulatory Framework. On-premise deployment within Pakistan satisfies SBP requirements for data localisation, disaster recovery, and third-party vendor risk management. All data flows are documented and auditable, satisfying the SBP's third-party oversight requirements.
UAE PDPL & CBUAE Supervisory Requirements. For UAE-domiciled banks, the platform supports deployment within UAE data boundaries, compliant with the Personal Data Protection Law (PDPL) and CBUAE supervisory data governance requirements. No personal data is transferred outside the UAE without customer consent and regulatory authorisation.
PCI-DSS Scope Isolation. Cardholder data environment (CDE) scope is minimised through HSM-backed tokenisation. The conversational AI layer never stores raw PANs. Your QSA will find a clearly defined scope boundary with documented data flows and access controls.
WORM audit trails. Every customer interaction — voice, chat, WhatsApp — is logged to write-once-read-many (WORM) storage within your datacenter. Logs are tamper-evident, exportable in structured format, and retained for the period your regulatory framework requires. SBP requires seven years; SAMA requires ten — both are supported.
Voice biometric data. If you enable voice biometrics for caller authentication, voiceprint templates are stored within your environment, classified as sensitive biometric data, and subject to your PDPL/PDPA consent and deletion workflows — not retained by Poocho AI.

Integration architecture — how Poocho AI connects to your banking stack.

Enterprise banking environments are complex. We've seen every integration pattern — and built adapters for most of them.

Telephony: IVR replacement without infrastructure disruption

Poocho AI sits in front of your existing telephony stack as a media gateway, connecting via SIP or WebRTC. No changes to your PSTN numbering plan, no re-cabling, no agent retraining. Your agents continue to receive calls through the same soft-phone and CRM they use today; only the inbound call treatment changes. Escalations arrive with a pre-populated screen-pop: caller identity, conversation summary, and any cases opened during the AI interaction.

CRM and fraud systems: Salesforce, Dynamics, and custom platforms

CRM integrations push call summaries, complaint cases, and customer profile updates to Salesforce Financial Services Cloud and Microsoft Dynamics 365. For fraud systems, the integration layer surfaces voice-biometric risk scores, device-fingerprint flags, and behavioural anomaly signals to your existing fraud detection platform (FICO, SAS, Temenos Financial Crime Mitigation, or your proprietary stack) in real time. Each fraud event includes the full conversation transcript and identity verification result for analyst review.

Frequently asked questions — banking AI.

Is Poocho AI compliant with SAMA, SBP, and CBUAE regulations?

Poocho AI is architected to support SAMA cybersecurity framework, SBP IT regulatory guidelines, and CBUAE supervisory requirements. The platform supports on-premise deployment within your licensed banking environment, so no customer data crosses a regulatory boundary. Call recordings are stored in WORM-capable audit logs that satisfy the document-retention requirements of all three regulators. Your CISO and compliance team receive a full technical architecture brief before any pilot begins.

What languages does Poocho AI support for banking?

Poocho AI supports Urdu, Arabic, and English natively for banking deployments, covering the primary languages of customers across Pakistan, UAE, and KSA. The models are trained on financial-domain data so customers are understood naturally — banking terms, account numbers, and product names are recognised accurately without the caller spelling or repeating. Customers can also switch between languages mid-sentence and the system maintains context throughout.

How does PCI-DSS scope isolation work in practice?

Card data handling — primary account numbers (PAN), CVV, PIN — is routed through a minimal-scope enclave that is architecturally separated from the broader Poocho AI platform. This enclave uses HSM-backed tokenization so raw card data is never stored or processed by the conversational AI layer. The tokenized reference is what flows into your fraud detection and card-management systems. This design keeps the PCI-DSS scope as small as possible and simplifies your annual QSA audit.

What happens when a customer wants to speak to a human agent?

At any point in the conversation — whether the customer asks explicitly or the AI detects an escalation trigger — the call transfers to your human agent queue via your existing telephony platform. The agent receives a pre-populated screen-pop with the customer's identity, the conversation summary, and any case or transaction references created during the automated interaction. The customer does not need to repeat themselves. Average escalation time from AI to human is under eight seconds.

How long does a typical banking deployment take?

A single call-flow — for example, balance enquiry and card blocking — can go live in 48 hours. A full deployment covering five to eight use cases, including core-banking integration, IVR replacement, and agent hand-off, typically takes two to three weeks from scoping to production. This includes your IT team's acceptance testing, call-quality review by your operations head, and compliance sign-off. We assign a dedicated banking solutions engineer for the duration of the deployment.

Show us your highest-volume call type. We'll automate it in 48 hours.

A 30-minute scoping call with our banking solutions engineer. Bring a recording of the call type you wish would handle itself — we'll come back with a deployment plan.

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Voice AI your regulator actually approves of.