What should a bank look for in AI conversational ai software?
Conversational AI for banks covers customer-facing assistants in the app and on the phone, AI agents that complete tasks such as a card replacement or a transfer, and contact-centre tools that summarise calls and guide human agents. Banks buy it as a hosted platform priced per seat, per conversation or per account. The questions that separate vendors are banking-specific actions behind authentication, escalation to a human, accuracy controls on generated answers, and complaint and dispute recognition.
Observations from how these products are sold and regulated, not advice.
01
Actions, not only answers
An assistant that can move money or change a card needs integrations with the core and digital platform and step-up authentication. Check which transactions are live for customers today.
02
Handing off to a human
Regulators have warned about customers trapped in chatbot loops. Check how and when the assistant escalates, and whether the human agent sees the conversation.
03
Controls on generated answers
Generative models can state wrong fees or policies. Ask how answers are grounded in approved content and how errors are caught.
04
Pricing unit
Seat-based contact-centre pricing, per-conversation pricing and per-account pricing produce very different bills as usage grows.
Which rules apply to a bank using AI conversational ai software?
| Rule | Why it applies | Documents |
|---|---|---|
| CFPB chatbot expectations | The CFPB's 2023 spotlight warns that chatbots that give wrong information, miss disputes or block access to a human can breach consumer law. | CFPB Chatbots in Consumer Finance (issue spotlight, 2023) |
| Generative AI risk | NIST's Generative AI Profile lists confabulation and information-integrity risks that apply to customer-facing assistants. | NIST AI 600-1 (Generative AI Profile) |
| Third-party risk management | A hosted assistant handling customer data is a third-party relationship under the 2023 interagency guidance. | OCC Bulletin 2023-17 FDIC FIL-29-2023 |
Documents link to the AI Regulation Tracker. By use case: Customer-facing chatbots · Generative & agentic AI · Third-party & vendor AI.
How do the AI conversational ai vendors compare?
| Vendor | What it does | Deployment | Pricing model | Published price | US bank customers* | Founded · ownership |
|---|---|---|---|---|---|---|
| Kasisto | Banking-specific conversational and agentic AI (KAI, KAIgentic, KaiGPT) for digital assistants and staff; part of Backbase since June 2026. | SaaS (cloud); the KaiGPT model can also run in the bank's own cloud or on premises; since June 2026 sold inside Backbase's Banking OS | Sales-led subscription (cloud); since June 2026 sold through Backbase's Banking OS | Not published | 1 | 2013 · Acquired by Backbase, the Amsterdam-based banking-software company, announced and completed June 23, 2026 for an undisclosed amount |
| Glia | Contact-centre and AI platform for banks and credit unions: voice and digital AI agents, staff copilot, outbound AI and CRM. | SaaS (cloud), integrated with digital-banking and core platforms such as Q2 | Fixed-price subscription tiers based on channels, automation goals and institution needs; unlimited seats and usage | Not published | 3 | 2012 · Private |
| interface.ai | Voice, chat and employee AI agents (BankGPT) and an agentic contact centre (Nexus) for credit unions and community banks. | SaaS (vendor-hosted real-time AI platform with pre-built banking integrations); can be layered on third-party CCaaS systems | Sales-led subscription; not published | Not published | 0 | 2019 · Private |
| Talkdesk | Cloud contact centre with AI agents (Autopilot, Copilot, voice biometrics) and a Financial Services Experience Cloud for banks. | SaaS (cloud contact centre); also purchasable through the Microsoft Azure marketplace from September 2026 | Per user per month, by edition; AI products and add-ons quoted separately | Not published (prices shown for Talkdesk contact-center editions (AI agents such as Autopilot are quoted separately) on the vendor page) | 3 | 2011 · Private and founder-led |
| Personetics | AI that turns bank transaction data into personalised insights, advice and offers in the bank's app, plus tools for relationship managers. | SaaS (fully managed on Personetics' Azure private cloud) or on-premises; also embedded in digital-banking platforms such as Fiserv Experience Digital | Enterprise licence, sold directly or through digital-banking platform partners; SaaS or on-premises | Not published | 5 | 2011 · Private |
| Eltropy | Texting, video, chat and AI voice and agent platform for credit unions and community banks, plus collections and payments tools. | SaaS (cloud communications platform for credit unions and community banks) | Sales-led subscription; not published | Not published | 0 | 2013 · Private |
| Backbase | AI-native Banking OS layered over a bank's core for channels, staff and AI agents; owns Kasisto's conversational AI since June 2026. | Platform layer above the bank's existing core, payments, cards, risk and CRM systems; delivered directly and through partners | Sales-led enterprise platform contracts; not published. | Not published | 1 | 2003 · Private and founder-led |
* Banks among the 100 largest US banks on this site publicly named as customers, each sourced on the vendor's page. Prices are shown only where the vendor publishes them for the AI product itself; a price for another product (a credit score, a notary plan, contact-centre seats) is listed on the vendor's page, not here. More vendors in this category are being researched.
Private · founded 2013
Kasisto
Sells banks and credit unions a conversational and agentic AI platform trained on banking, used for customer-facing digital assistants and for employee knowledge tools; since June 2026 it is sold as part of Backbase's Banking OS rather than as a standalone vendor.
Banks among the 100: JPMorgan
Private · founded 2012
Glia
Sells community and regional banks and credit unions one platform for customer and member service: voice and digital AI agents, human-agent tools, outbound AI calls and texts, and a banking CRM, on fixed-price tiers rather than per-seat or per-minute fees.
Banks among the 100: Busey Bank, Banner Bank, Columbia
Private · founded 2019
interface.ai
Sells credit unions and community banks AI agents for voice, chat and staff assistance, and since 2026 an AI-led contact-centre platform, positioned as banking-specific automation for institutions without large in-house AI teams.
Banks among the 100: none named publicly yet
Private · founded 2011
Talkdesk
Sells a cloud contact-centre platform to companies in many industries, with per-seat plans and industry editions; for banks and credit unions it offers the Financial Services Experience Cloud, core-banking integrations, AI agents for self-service and staff, voice biometrics and, since 2026, a branch product.
Banks among the 100: TowneBank, BankUnited, WaFd Bank
Private · founded 2011
Personetics
Sells banks an AI layer that analyses customers' transaction data to deliver personalised insights, money-management advice, savings programmes and product offers inside the bank's own digital channels, and since 2026 a console that brings the same signals to relationship managers.
Banks among the 100: Truist, KeyBank, U.S. Bank, Huntington, Central Bank
Private · founded 2013
Eltropy
Sells credit unions and community banks one platform for texting, video banking, secure chat and AI agents across service, lending and collections, and has grown by acquiring video (POPi/o), conversational-AI (Marsview) and collections (Lexop) companies.
Banks among the 100: none named publicly yet
Private · founded 2003
Backbase
Sells banks and credit unions a platform that sits on top of their existing cores to run digital channels, employee workspaces and, since 2026, governed AI agents, and bought Kasisto in June 2026 to add banking-specific conversational and agentic AI.
Banks among the 100: JPMorgan
What do banks use conversational AI for?
Answering account and product questions in the app, authenticating and routing callers, completing simple transactions, and in the contact centre summarising calls and suggesting next steps to human agents.
How is conversational AI priced?
By seat for contact-centre tools, by conversation or resolution for assistants, or by account or member for platforms sold to banks and credit unions. The comparison table shows a published price only where the vendor's own site lists one.
Which AI conversational ai vendors are compared here?
Kasisto (Banking-specific conversational and agentic AI (KAI, KAIgentic, KaiGPT) for digital assistants and staff; part of Backbase since June 2026); Glia (Contact-centre and AI platform for banks and credit unions: voice and digital AI agents, staff copilot, outbound AI and CRM); interface.ai (Voice, chat and employee AI agents (BankGPT) and an agentic contact centre (Nexus) for credit unions and community banks); Talkdesk (Cloud contact centre with AI agents (Autopilot, Copilot, voice biometrics) and a Financial Services Experience Cloud for banks); Personetics (AI that turns bank transaction data into personalised insights, advice and offers in the bank's app, plus tools for relationship managers); Eltropy (Texting, video, chat and AI voice and agent platform for credit unions and community banks, plus collections and payments tools); Backbase (AI-native Banking OS layered over a bank's core for channels, staff and AI agents; owns Kasisto's conversational AI since June 2026). Each has its own page with products, pricing, ownership and the banks among the 100 largest US banks that are named as customers. More vendors in this category are being added as their pages are researched and sourced.
When a bank picks an AI conversational ai vendor, you'll read it here first.
when a bank picks an AI vendor, or a vendor ships for banks, it is in the next morning's brief · six sourced stories · 7 am ET · free
plus every tracker, bank and agent page update, the morning after · leave any morning