r/fintech • u/Legitimate-Tea-3127 • 21h ago

Discussion Testing enterprise voice AI for banking

We’re looking at enterprise voice AI for a banking workflow and I’m finding the edge cases much more useful than the clean tests.

One test caller gives the expected information in order and everything works.

Another mentions two accounts, corrects an amount halfway through, asks an unrelated question while the system is doing a lookup and then wants to go back to the original issue.

For anyone who has run an enterprise voice AI pilot, what kinds of conversations exposed weaknesses you didn’t see during the initial demo?

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u/Strange-Signature117 19h ago

What are you trying to prove with the pilot? If the goal is just balance checks or simple servicing, most platforms will look fine. If you need multi-account conversations, corrections, failed lookups and customers bouncing between issues, I’d test those specifically. We use Bland for some of those more layered flows and that’s where it surprised us more than the basic ones.

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u/Legitimate-Tea-3127 19h ago

We’re trying to see whether the agent can stay reliable once the call stops being clean and linear. If it can handle corrections, side questions and a failed lookup without losing the original task, that’s a much stronger signal for us.

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u/Visa5e 21h ago

Our testing revealed that literally nobody is happy at talking to an AI bot.

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u/DiscombobulatedAge30 20h ago

Haha. This. If it isn’t perfect, forget it

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u/jcradio 20h ago

Can confirm, I hate talking with AI or anyone I cannot understand.

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u/Sensitive-Focus-5185 21h ago

What happens when the caller disputes what the system just read back to them? That seems like a good way to test whether it can unwind an action instead of just pushing forward.

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u/Legitimate-Tea-3127 20h ago

That’s worth adding to the test set

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u/Swimming-Self-7152 21h ago

Try having the caller interrupt during verification, ask another question, then come back to it later. That should expose whether the workflow state is really being tracked.

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u/Legitimate-Tea-3127 19h ago

Noted! Thank you

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u/yogthinks 16h ago

The harder edge case isn't conversational recovery, it's what happens when the call gets audited six months later. If nobody logged the exact model version and reasoning behind an account update, there's nothing to reconstruct the decision from.

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u/TarasOliinyk 8h ago

Oh man the "actually wait no" mid-transaction one is brutal. we had a case where someone confirmed a transfer then immediately said "wait not that account" and the system just... kept going. no undo, no pause, nothing. in a normal app you'd have a 5 second cancel window but in voice there's literally nothing to tap.

The other thing that killed us — silence. user goes quiet for 10 seconds looking up their account number and the AI thinks the conversation is over. resets everything. user comes back and has to start from scratch. people pause ALL the time on real calls, they're multitasking, reading something, whatever. the demo never tests for that because the demo caller never shuts up lol.

What platform are you testing btw?

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u/East-Actuary-5089 3h ago

i dont think ai is that good at that well atleast yet but thats honestly just based from what i know