How does the AI authenticate callers before disclosing account details?

CETRAI uses multi-factor authentication: caller ID, knowledge-based questions, one-time passcodes via SMS or email, and optional voice biometrics. Failed authentication routes to a human agent and is logged for fraud review.

Is it PCI-DSS compliant when taking card payments over the phone?

Yes. Payments are handled via DTMF suppression or tokenized capture through your existing PCI-certified processor. Card numbers are never transcribed, stored, or exposed to your agents.

Can it handle fraud claims and card replacements end to end?

It can initiate the fraud claim, hot-list the card in your core banking system, and dispatch a replacement card — all within your existing dispute workflow. Complex fraud rings and elder-abuse cases are escalated to specialized human agents.

Will regulators view this as an acceptable channel under CFPB and OCC guidance?

Yes, when deployed with proper disclosure, recording consent, and human escalation paths. CETRAI logs every consumer interaction, keeps a full audit trail, and supports 'speak to a person' as a first-turn intent so complaints and UDAAP-sensitive issues reach humans quickly.

How does it detect and escalate suspected fraud on a live call?

The agent watches for fraud signals in real time — failed authentication attempts, mismatched device or caller ID, unusual payee or wire requests, and social-engineering language — then locks the sensitive action, flags the case in your fraud system, and warm-transfers to a fraud specialist with the full transcript.

Can it work with our core banking platform without a core replacement?

Yes. CETRAI sits on top of Fiserv, Jack Henry, FIS, or a digital-banking API layer and reads balances, transactions, loan status, and payment history through your existing integrations. Nothing about your core, IVR, or online banking stack has to be replaced.

What compliance artifacts do we get for audits and exams?

Every call produces a timestamped recording, a full transcript, the authentication method used, disclosures read, consent captured, and the actions taken on the account — exportable for internal audit, examiners, and SOC 2 evidence requests.

CETRAI

AI Voice Agents for Banks & Credit Unions

AI voice agents that authenticate callers, answer balance and transaction questions, start fraud claims and take PCI-safe payments on your existing core.

Short answer

CETRAI equips banks, credit unions, and fintechs with an AI voice agent that authenticates callers, answers balance and transaction questions, disputes charges, initiates card replacements, and books appointments with loan officers — all while operating inside your PCI-DSS and GLBA controls, with a SOC 2 Type II examination in progress. It integrates with core banking platforms (Fiserv, Jack Henry, FIS) and your existing IVR without ripping either out.

Financial services teams use CETRAI to provide fast, compliant support while escalating sensitive cases to human specialists.

Account inquiries
Payment reminders
Fraud alert routing
Investment information requests

What the agent actually says and does on a banking call

Financial calls are authentication-first: nothing about an account is disclosed until the caller is verified. These are the flows institutions deploy first, in the order they usually roll them out.

"I need my balance and the last few transactions" The agent says: "Happy to help with that. Before I pull up the account, I need to verify it's you — I can send a one-time passcode to the number on file, or we can use a couple of security questions. Which do you prefer?" What happens behind the call: Runs multi-factor authentication (caller ID, knowledge-based questions, one-time passcode by SMS or email, optionally voice biometrics), then reads balances and recent transactions from your core banking platform. A failed attempt routes to a human agent and is logged for fraud review.
"There's a charge on my card I don't recognize" The agent says: "I can start a fraud claim on that transaction right now. I'll also block the card so nothing else goes through, and get a replacement on its way to the address on file — does that still end in Oak Street?" What happens behind the call: Opens the fraud claim, hot-lists the card in the core system, and dispatches a replacement inside your existing dispute workflow. Complex fraud rings and suspected elder-abuse cases are escalated to a specialized human agent instead of being handled on the call.
"I want to make a payment on my loan" The agent says: "I can take that payment now. When you enter the card number, the tones are suppressed — I won't hear or record the digits, and they go straight to the payment processor." What happens behind the call: Captures the payment via DTMF suppression or tokenized capture through your existing PCI-certified processor. Card numbers are never transcribed, stored, or exposed to your agents.
"I'd like to talk to someone about a mortgage" The agent says: "I can book you with a loan officer. Are you looking at a purchase or a refinance, and is a weekday morning or afternoon easier?" What happens behind the call: Answers published loan and mortgage questions, captures the caller's intent, and books the appointment on the right officer's calendar with the conversation attached. It doesn't quote terms it hasn't been given.
"Just put me through to a person" The agent says: "Of course — connecting you now. I'll pass along what we've covered so you don't have to repeat yourself." What happens behind the call: "Speak to a person" is supported as a first-turn intent, so complaints and UDAAP-sensitive issues reach a human quickly, with the full transcript attached.

Objections we hear from banks and credit unions

How CETRAI answers the concerns buyers in this vertical raise most.

"We can't replace our core, and we're not touching the IVR this year." You don't have to do either. CETRAI sits on top of Fiserv, Jack Henry, FIS, or a digital-banking API layer and reads balances, transactions, loan status, and payment history through the integrations you already have. Your core, IVR, and online banking stack stay where they are.
"Examiners will ask how this channel is controlled." Every call produces a timestamped recording, a full transcript, the authentication method used, the disclosures read, the consent captured, and the actions taken on the account — exportable for internal audit, examiners, and SOC 2 evidence requests.
"Taking card numbers over an AI channel sounds like a PCI problem." Card data never enters the conversation record. Payments run through DTMF suppression or tokenized capture via your existing PCI-certified processor, so numbers are not transcribed, stored, or shown to agents.
"Fraudsters will social-engineer the AI." The agent watches for fraud signals in real time — failed authentication attempts, mismatched device or caller ID, unusual payee or wire requests, and social-engineering language — then locks the sensitive action, flags the case in your fraud system, and warm-transfers to a fraud specialist with the transcript.
"Our members will just ask for a human anyway." That path stays open at every turn, and the routine work that clogs the queue — balances, transaction history, card activation, bill payment, advisor scheduling — is exactly what the agent absorbs so your staff can spend the time on complex financial needs.

What integration looks like

Financial deployments are layered on top of the systems of record rather than replacing them, and read access is enabled before any write access.

Connect the core banking platform — Fiserv, Jack Henry, FIS, or your digital-banking API layer
Ground the agent in your published rates, fee schedules, product pages, and disclosure language
Wire payments through your existing PCI-certified processor with DTMF suppression enabled
Configure authentication: caller ID, knowledge-based questions, one-time passcodes, optional voice biometrics
Connect calendars and CRM so advisor and loan-officer appointments write back automatically
Turn on audit export — recording, transcript, authentication method, disclosures, consent, and account actions

How human handoff works

Handoff is a designed path, not a failure state. The agent transfers with context so the customer never restarts the conversation, and the case is flagged in the systems your teams already watch.

Authentication fails — routed to a human agent and logged for fraud review
Fraud signals detected — sensitive action locked, case flagged, warm transfer to a fraud specialist
Complex fraud rings or suspected elder abuse — escalated to specialized human agents
Complaints and UDAAP-sensitive issues — human first, transcript attached
Anything the caller asks a person for — "speak to a person" is honored as a first-turn intent

Frequently Asked Questions

Common questions from teams evaluating CETRAI for this industry.

How does the AI authenticate callers before disclosing account details? CETRAI uses multi-factor authentication: caller ID, knowledge-based questions, one-time passcodes via SMS or email, and optional voice biometrics. Failed authentication routes to a human agent and is logged for fraud review.
Is it PCI-DSS compliant when taking card payments over the phone? Yes. Payments are handled via DTMF suppression or tokenized capture through your existing PCI-certified processor. Card numbers are never transcribed, stored, or exposed to your agents.
Can it handle fraud claims and card replacements end to end? It can initiate the fraud claim, hot-list the card in your core banking system, and dispatch a replacement card — all within your existing dispute workflow. Complex fraud rings and elder-abuse cases are escalated to specialized human agents.
Will regulators view this as an acceptable channel under CFPB and OCC guidance? Yes, when deployed with proper disclosure, recording consent, and human escalation paths. CETRAI logs every consumer interaction, keeps a full audit trail, and supports 'speak to a person' as a first-turn intent so complaints and UDAAP-sensitive issues reach humans quickly.
How does it detect and escalate suspected fraud on a live call? The agent watches for fraud signals in real time — failed authentication attempts, mismatched device or caller ID, unusual payee or wire requests, and social-engineering language — then locks the sensitive action, flags the case in your fraud system, and warm-transfers to a fraud specialist with the full transcript.
Can it work with our core banking platform without a core replacement? Yes. CETRAI sits on top of Fiserv, Jack Henry, FIS, or a digital-banking API layer and reads balances, transactions, loan status, and payment history through your existing integrations. Nothing about your core, IVR, or online banking stack has to be replaced.
What compliance artifacts do we get for audits and exams? Every call produces a timestamped recording, a full transcript, the authentication method used, disclosures read, consent captured, and the actions taken on the account — exportable for internal audit, examiners, and SOC 2 evidence requests.

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