Telephony Voice Agent for Banking Services

Abstract

This paper proposes a voice-powered AI-based banking system based on Google Conversational Agent, Dialogflow CX, which provides safe and convenient banking by phone. The system supports essential banking functions such as balance inquiries, transaction history retrieval, card activations, PIN-based authentication of sensitive tasks, smooth live agent handoff for complex and out-of-scope queries, and ensures seamless handover to human agents when required. These tests were performed with high-duration calls, high concurrency, and noisy environments; the system proved to be scalable, responsive, and resilient. All the data used is safely stored in the cloud environment for efficiency and security in real-time voice interactions. A voice-based banking solution that is efficient and easy to use can be provided through this.