A disputed charge. A worried customer. Context can’t get lost in the handoff.
Context carried forward. Verification that fits the request. Decisions informed by what came before. Five9 connects AI, people and systems so your team steps in when judgment matters — not when context breaks.
Secure by design — PCI DSS and ISO 27001/27002 certified, with voice biometric authentication built in
Trusted by banks, lenders and insurers
Capabilities
Bring the right response to every financial services interaction.
From everyday account questions to disputes and claims, Five9 helps you connect AI, people and systems around what the customer needs next. Resolve routine requests, carry context across channels and give your teams the information to handle the moments that need human judgment.
First notice of loss, logged before the tow truck arrives
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Give the claims team a head start. An AI agent can gather first-notice details through voice or digital channels, capture photos and match the information to the policy record before a person picks up.
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Start with a fuller picture of the claim. Connected policy systems can surface status, deductible and coverage limits while the customer is still in the interaction, so the adjuster receives the details already gathered.
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Spare customers from retelling what happened. Details captured at first notice carry through to the claims team and remain available as the claim moves forward.
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Keep intake moving when demand spikes. AI agents can handle first-notice requests across voice and digital channels while supervisors see where volume is building and direct their teams accordingly.
PCI DSS and ISO 27001/27002 certified information security management.
Results our financial services customers actually see
See how financial services teams use Five9 to connect customers with the help they need, without losing the personal touch.
Central Bank
Central Bank serves customers across 13 markets while routing more than 3,000 calls a day. Five9 helps its team connect customers to the right destination and expand self-service without losing the personal service the bank is known for.
One of the reasons we moved to Five9 was to bring automation and self-service options to reduce the call volume our agents handle.
One dispute. A connected conversation across channels.
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Keep the customer from starting over. Information confirmed in a secure app session can travel with the interaction, giving the AI agent and card specialist the context needed for the next step.
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Let the conversation continue when the channel changes. App chat, voice callback and secure messaging can share the interaction history so a request for a person does not become a request to repeat the story.
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Spend the conversation on the dispute. The transaction, dispute status and information gathered in the app can appear in the specialist’s view before the callback connects.
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Give the team a clearer trail to work from. The interaction and its updates can be recorded against the dispute so agents, supervisors and reviewers can see what happened across channels.
The workflow moves forward. The policy stays in control.
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Get the dispute ready for a decision. An AI agent can open the case, retrieve the transaction and apply the configured dispute rules before an analyst takes over.
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Keep authority where it belongs. The approval gate is built into the workflow: when a provisional credit exceeds the bank’s configured limit, the case pauses for an authorized reviewer. No credit posts until that person approves it.
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Make each decision traceable. The case records the systems checked, rules applied and approvals given as the dispute moves through the workflow, so a regulatory review can follow the same trail the analyst used.
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Move work across the process. Five9 can connect the interaction with banking, card processing, CRM and case management systems so the team can act on the same case information.
$482.60 is over the $250 auto-credit limit. The workflow holds — no credit posts without a named approver.$482.60 was over the $250 auto-credit limit. Credit released under delegated authority.
See the calls a sample would miss.
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Get a fuller view of service quality. Five9 Agentic Quality Management can evaluate interactions against your scorecard, helping teams spot missed disclosures and other issues that sampled reviews may never catch.
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Get to the moment that needs attention. A flagged interaction can include the relevant timestamp, transcript and recording, so a reviewer can check the finding in context, rather than search through the full call to find it.
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Turn a review into a next step. Route the interaction and its evidence to a supervisor, along with the coaching topic, so they can focus on the conversation itself.
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Make regulatory review less of a scramble. Track disclosure adherence, complaint handling and vulnerable-customer checks across evaluated interactions, with the supporting records available for review.
Required disclosure not read before the payment plan was agreed — scorecard clause 3.1. Clip and transcript attached.
Why Five9
Why Five9 for financial services
The hard part isn't handling a disputed charge or a claim. It's handling it without losing what already happened — the verification, the history, the fraud signals that change everything. Five9 keeps context alive so customers don't restart, disputes don't rebuild, and your team makes decisions with the full picture. We were built for the hard part.
Keep the customer’s story connected
A disputed charge or claim shouldn’t become a new conversation at every transfer. Connect support across voice and digital channels so the next agent has the context to help the customer move forward.
Move the work forward within your rules
An answer is only part of the job. Connect account, policy and case workflows with configured approval gates so routine steps can progress and sensitive decisions reach the person authorized to make them.
Turn recurring friction into better service
Repeated explanations, stalled requests and missed disclosures point to work that needs attention. Help supervisors identify patterns, focus coaching and give process owners evidence to improve the next interaction.
FAQ
Questions banking and insurance buyers ask first
Common questions about compliance, AI agents and connecting Five9 to the banking and insurance systems you already use.
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Yes. Five9 supports PCI DSS-regulated deployments alongside ISO 27001/27002, GDPR and CCPA. Encryption in transit and at rest, role-based access control and audit logging are platform capabilities running in production, not add-ons bolted on for an audit, so what a compliance team needs to evidence is the same thing actually running the banking customer experience platform day to day.
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Yes. A native Five9 Adapter for Salesforce, already in use by customers like Central Bank to feed performance data straight into their CRM, handles the CRM side, and prebuilt connectors plus open APIs cover the core banking, loan origination and policy administration systems already in place. IT builds and manages both voice and digital AI agents from that same single, no-code platform, so adding a system doesn't mean adding a separate tool to manage it in.
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Scope is a configuration, not a hope. AI agents are bounded to the administrative work they were deployed for, like verifying identity, checking balances, flagging fraud or scheduling payments, and anything outside that boundary escalates to a licensed person with the full interaction context attached. Guardrails and audit trails make the boundary reviewable after the fact, so advice and judgment calls stay with licensed staff, not the AI agent.
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Yes, that's the case for automating the repetitive tier. AI agents hold the routine volume, like balance checks, payment moves and status questions, so peak demand doesn't translate directly into hold time or dropped calls for an insurance contact center or bank. Because capacity is cloud-based, scaling for tax season, open enrollment or a fraud spike doesn't mean staffing to that peak year-round.
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The AI only ever receives what the task requires. Card numbers, account numbers and other sensitive fields can be redacted before they reach a model or a transcript, agent-facing screens surface the verified answer rather than the underlying record, and every access is logged against the interaction. AI Trust and Governance defines what each AI agent is permitted to see and do, so scope is configured up front for financial services deployments instead of discovered later in an audit.
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Very well, by the customer’s own account. Central Bank runs Five9 NLP intent-routing across 3,000+ daily calls and 13 markets, matching customer intent successfully 80% of the time — one of the lowest self-service fail rates in the industry — while staying non-technical enough that their own team tunes it without professional services or IT.
Be ready for the interaction that can’t start over.
See how Five9 helps banking and insurance teams handle account questions and claims, carry context into disputes and put sensitive decisions in the right hands.