---
title: "AI for banking and finance: use cases | Abbiamo.ai"
description: "Enterprise AI agents in banking and financial services: use cases for Abbie, Caddie and Abbi Actions, who acts, under which rules and what is recorded."
---

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Idioma · Language · Lingua

- [ESEspañol](https://abbiamo.ai/industrias/banca)
- [ENEnglish](https://abbiamo.ai/en/industries/banking)
- [ITItaliano](https://abbiamo.ai/it/settori/banche)
- [PTPortuguês](https://abbiamo.ai/pt/setores/bancos)

Industries

# AI that is accountable, in banking and financial services.

Abbie · speaking

Collections, disputes and customer onboarding with collections rules, verified identity and recording in the institution's systems.▍

[Let's talk about your operations →](https://abbiamo.ai/en/contact) [See the cases](https://abbiamo.ai/en/industries/banking#casos)

01What the industry requires

## Three conditions for being able to operate.

Collections, disputes and customer onboarding with collections rules, verified identity and recording in the institution's systems.

- Condition
  
  ### Collections rules
  
  Contact during permitted hours, without pressure and only with the approved options.
- Condition
  
  ### Verified identity
  
  Before reporting a balance or recording an agreement.
- Condition
  
  ### Record in the system
  
  What is agreed in the conversation is saved in the institution's systems.

02Use cases

## Who acts, under which rules and what gets recorded.

The actions come from the proposed initial Abbi Actions catalog; each implementation confirms which ones are enabled.

Banking and financial services

### Banking and financial services

Collections, disputes and customer onboarding with collections rules, verified identity and recording in the institution's systems.

Marco The operation is validated against each market's regulations; for example, CONDUSEF collections rules in Mexico and the FDCPA / Regulation F in the United States.

Abbie

#### Preventive collections and promise to pay

Situation

A customer has a payment about to fall due or already past due and needs an option that works for them, without pressure.

How it is resolved

1. Abbie introduces herself as the institution's artificial intelligence assistant and verifies identity.
2. She checks the balance in the collections system, which is the authorized source.
3. She offers only the approved options and, if the customer accepts, records the promise or generates the payment link.
4. If she detects vulnerability or the customer asks, she transfers to a person with the full context.

Abbi Actions

Verify identity · Generate payment link · Record promise to pay

Controls

Contact hours permitted by regulation · No pressure or threats · Does not make up amounts, deadlines or rates · Credit decisions belong to the institution; Abbie informs, records and escalates

Verifiable outcome

The promise the customer heard matches the one saved in the system.

Abbie + Caddie

#### Payment agreement

Situation

A customer in arrears asks to restructure their debt. The agreement requires conditions that must be met before it is signed.

How it is resolved

1. Abbie identifies the request and verifies the conditions approved for the case.
2. If the case exceeds her mandate, she hands it to a human agent with the full context.
3. Caddie guides that person, prepares the agreement and blocks the closing if a mandatory requirement is missing.
4. The human agent authorizes; the agreement and its document are recorded.

Abbi Actions

Generate agreement · Send document

Controls

Mandatory requirements verified before closing · Exceptions only with explicit, traceable permission · Credit decisions belong to the institution; Abbie informs, records and escalates

Verifiable outcome

Every agreement has its evidence: conditions, authorization and document sent.

Caddie

#### Disputing a charge

Situation

A customer calls because they don't recognize a charge. The human agent must follow the procedure and provide a reference number.

How it is resolved

1. Caddie gathers the context the human agent has access to and recommends the next step, with its source.
2. He keeps the checklist of the current procedure.
3. He prevents the interaction from being closed if the dispute reference number has not yet been generated.

Abbi Actions

Create ticket · Verify identity

Controls

Closing blocked without a reference number · Distinguishes what is confirmed from what is pending confirmation · Credit decisions belong to the institution; Abbie informs, records and escalates

Verifiable outcome

No dispute is closed without its ticket and its reference number.

Illustrative examples, not existing deployments. The actions, channels and systems in each case depend on the implementation.

03Agentic use cases

## Abbie converses and executes the action in your systems.

End-to-end processes from the agentic use case catalog, with the conversation, each action and the system where it is recorded. Illustrative conversations, not existing deployments; actions, channels and systems depend on each implementation.

- Case 03
  
  ### Collections with payment confirmation
  
  Collections
  
  [See the process →](https://abbiamo.ai/en/industries/banking#caso-03)
- Case 04
  
  ### Payment agreement with signature
  
  Collections
  
  [See the process →](https://abbiamo.ai/en/industries/banking#caso-04)
- Case 09
  
  ### Customer onboarding with a digital contract
  
  Onboarding
  
  [See the process →](https://abbiamo.ai/en/industries/banking#caso-09)
- Case 13
  
  ### Charge dispute and card block
  
  Service
  
  [See the process →](https://abbiamo.ai/en/industries/banking#caso-13)
- Catalog
  
  ### The 20 cases
  
  Sales, collections, support, emergencies, logistics, appointments and more.
  
  [See the 20 cases →](https://abbiamo.ai/en/use-cases#casos)

Illustrative conversations, not existing deployments; actions, channels and systems depend on each implementation.

Case 03Collections

## Collections with payment confirmation

Applies to Banking · Telecom · Services · Credit retail

Illustrative conversation

1. AbbieI'm Abbie, an AI assistant. You have a balance of $1,280 due today. Shall I send you a payment link?
2. ClientYes, by WhatsApp.
3. AbbiePayment received. Your account is now up to date and I've sent you the receipt.

Hours permitted by regulation; no pressure; does not make up amounts.

What Abbie executes

| Step | Action | System | Outcome |
| --- | --- | --- | --- |
| 1 | Checks balance and due date | Collections system | Current balance |
| 2 | Verifies identity | CRM | Account holder verified |
| 3 | Generates payment link | Payment gateway | Link sent |
| 4 | Confirms the payment online | Payment gateway | Payment confirmed |
| 5 | Applies the payment to the account | ERP / core | Account up to date |
| 6 | Sends receipt | Email / messaging | Receipt delivered |

Before, without an agent

- The collector makes a promise; the payment is reconciled days later
- No confirmation to the customer
- Repeated calls to people who already paid

**6 actions**in 5 systems, executed and recorded by Abbie in a single contact [\[flujo\]](https://abbiamo.ai/casos-de-uso#fuentes)

**2.15×**service minutes per position compared with a human agent [\[1\]](https://abbiamo.ai/casos-de-uso#fuentes)

**−62 %**cost per service minute compared with a human agent [\[1\]](https://abbiamo.ai/casos-de-uso#fuentes)

[See the case in the catalog →](https://abbiamo.ai/en/use-cases#caso-03)

Case 04Collections

## Payment agreement with signature

Applies to Banking · Lending · Utilities

Illustrative conversation

1. ClientI can't pay it all this month.
2. AbbieI can offer you 3 payments of $2,100 under the approved conditions. Shall we make it formal?
3. AbbieI've sent you the agreement for signature. Once you sign, I'll schedule the payments and remind you of each date.

Outside her mandate, she hands over to a person; Caddie blocks incomplete closings.

What Abbie executes

| Step | Action | System | Outcome |
| --- | --- | --- | --- |
| 1 | Verifies approved conditions | Collections rules | Valid options |
| 2 | Offers only authorized options | Abbi Actions | Option accepted |
| 3 | Generates the agreement | Collections system | Agreement with reference number |
| 4 | Sends for electronic signature | Electronic signature | Agreement signed |
| 5 | Schedules the payments | Collections system | Schedule created |
| 6 | Sends reminders | Messaging | Notices scheduled |

Before, without an agent

- An advisor puts the agreement together by hand
- Signature in person or by email
- No reminders for each payment

**6 actions**in 5 systems, executed and recorded by Abbie in a single contact [\[flujo\]](https://abbiamo.ai/casos-de-uso#fuentes)

**80 %**of common cases resolved without human intervention (2029 projection) [\[3\]](https://abbiamo.ai/casos-de-uso#fuentes)

**−30 %**operating cost with agentic AI (2029 projection) [\[3\]](https://abbiamo.ai/casos-de-uso#fuentes)

[See the case in the catalog →](https://abbiamo.ai/en/use-cases#caso-04)

Case 09Onboarding

## Customer onboarding with a digital contract

Applies to Banking · Telecom · Energy · Fintech

Illustrative conversation

1. ClientI want to sign up for the 500 Mbps plan.
2. AbbieI need your ID and a proof of address. You can upload them here.
3. AbbieDocuments validated. I've sent you the contract; once you sign it, I'll schedule the installation.

Exceptions only with human authorization; Caddie blocks incomplete files.

What Abbie executes

| Step | Action | System | Outcome |
| --- | --- | --- | --- |
| 1 | Receives and validates documents | Identity validation | Complete file |
| 2 | Creates the customer | CRM | Customer registered |
| 3 | Generates the contract | Contract manager | Contract with reference number |
| 4 | Collects the signature | Electronic signature | Contract signed |
| 5 | Schedules the installation | Field schedule | Visit confirmed |
| 6 | Sends welcome message and contract | Email | Delivered |

Before, without an agent

- Documents by email or at a branch
- Double data entry in several systems
- Files returned for missing items

**6 actions**in 6 systems, executed and recorded by Abbie in a single contact [\[flujo\]](https://abbiamo.ai/casos-de-uso#fuentes)

**3.5×**hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift \[calculation\]

**$8.01 → $0.10**USD per contact: agent-assisted compared with self-service [\[2\]](https://abbiamo.ai/casos-de-uso#fuentes)

[See the case in the catalog →](https://abbiamo.ai/en/use-cases#caso-09)

Case 13Service

## Charge dispute and card block

Applies to Banking · Fintech · Store cards

Illustrative conversation

1. ClientI don't recognize a $3,200 charge.
2. AbbieI see it. To protect you, shall I block your card now?
3. AbbieCard blocked, dispute opened with a reference number and a replacement on its way to your address.

Dispute resolutions belong to the institution.

What Abbie executes

| Step | Action | System | Outcome |
| --- | --- | --- | --- |
| 1 | Verifies identity with enhanced checks | Identity validation | Account holder verified |
| 2 | Looks up the transaction | Core banking | Charge located |
| 3 | Blocks the card | Core banking | Card blocked |
| 4 | Opens the dispute | Disputes system | Reference number issued |
| 5 | Requests a replacement | Card issuing | Replacement in progress |
| 6 | Sends reference number and timelines | Email / SMS | Customer notified |

Before, without an agent

- Waiting on hold with the card still active
- The reference number is not always provided
- Replacement in a separate call

**6 actions**in 5 systems, executed and recorded by Abbie in a single contact [\[flujo\]](https://abbiamo.ai/casos-de-uso#fuentes)

**2.15×**service minutes per position compared with a human agent [\[1\]](https://abbiamo.ai/casos-de-uso#fuentes)

**−62 %**cost per service minute compared with a human agent [\[1\]](https://abbiamo.ai/casos-de-uso#fuentes)

[See the case in the catalog →](https://abbiamo.ai/en/use-cases#caso-13)

04Compliance by design

## Standards we follow for your industry.

We don't adapt to regulation afterwards; we build from it. We design the solution following these models and reference frameworks.

Financial sector

The provisions of each market's supervisory authorities; for example, CONDUSEF collections rules in Mexico and the FDCPA / Regulation F in the United States.

Payments

PCI DSS requirements for handling payment data.

AI management and risk

ISO/IEC 42001 and the NIST AI Risk Management Framework, with the EU AI Act as a reference.

Personal data protection

GDPR (European Union), LFPDPPP (Mexico), LGPD (Brazil), Law 1581 (Colombia), Law 81 (Panama) and the equivalent regulations of each country where we operate.

Review by market

Before every production deployment, the regulations applicable in the corresponding market are reviewed.

We follow these standards in building our products and services. When a client requires it, we make the corresponding documentation available.

05Which offer fits

## Start with one process, grow with data.

- Product A
  
  ### Abbie
  
  Talks with your customers and acts in your systems, within her mandate.
  
  [Meet Abbie →](https://abbiamo.ai/en/abbie)
- Product B
  
  ### Caddie
  
  Guides the human agent and blocks critical steps. The human agent decides.
  
  [Meet Caddie →](https://abbiamo.ai/en/caddie)
- Product C
  
  ### Abbi Actions
  
  Operations with a verifiable outcome and an audit log.
  
  [Explore the actions →](https://abbiamo.ai/en/abbi-actions)
- Service F
  
  ### Process consulting
  
  Diagnosis and a design ready to implement in your operations.
  
  [Let's design the process →](https://abbiamo.ai/en/services/process-consulting)

Illustrative cases, not existing deployments.

![](https://abbiamo.ai/hs-fs/hubfs/raw_assets/public/ABBIAMO/images/abbie-retrato.jpg?width=88&height=88&name=abbie-retrato.jpg)

## Tell us which process you want to improve.

Your request goes to the partner assigned to your company.

[Let's talk about your operations →](https://abbiamo.ai/en/contact)

or write to us at [hola@abbiamo.ai](mailto:hola@abbiamo.ai)

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