Financial services
Your finance bot answers about the wrong product
Customers rely on what a finance bot says about fees, cover and terms. We check those answers against your published product pages and FAQs.
Finance sites have many similar products on many similar pages. Bots mix them up: the price of one policy given for another, one card’s limit quoted for a different card, a published FAQ answer withheld until the customer hands over their name.
Customers rely on what they are told about fees, cover and terms, and regulators expect product information to be clear and accurate wherever it appears. We don’t give legal advice. We ask the plain questions a customer asks and show you where the bot’s answer differs from your own pages.
Is there a monthly fee on the business account?
The business account costs £5 a month.
Your page says
Free for the first 12 months, then £5 a month.
Business account pricing. The bot left out the free first year
What your customers ask
The questions we put to your bot first
- How much does this policy cost per month?
- What does the basic cover include?
- Is there an excess, and how much is it?
- What fees do you charge for this account?
- Do I need a medical to get cover?
- How long does an application take?
- Can I cancel and get a refund?
- What are your opening hours for phone support?
Where a wrong answer hurts in financial services
Customers rely on stated fees and terms
A wrong fee or the wrong product’s terms, given on your website, is hard to walk back. Expect complaints, goodwill payments, and questions about how the information was checked.
Regulators are watching chatbots
The US Consumer Financial Protection Bureau published a report in 2023 on chatbots in consumer finance, warning about inaccurate answers and customers who can’t get a straight reply. Similar expectations apply to clear, accurate customer information in the UK, Ireland and Australia.
Data before answers
A bot that refuses to answer a published FAQ until the customer gives their name loses the visitors who are only comparing. They go to a site that answers.
A bot that goes quiet
A typing indicator that never turns into a reply, or a connection error on a basic question, ends the conversation. In a comparison-heavy market that visitor rarely comes back.
The mistakes we look for
Answers a different question
Asked about one product, it answers about another. Asked about delivery, it shows a product carousel. The customer has to start again, or gives up.
How it happensName and email first
Asked a question your FAQ answers in public, the bot asks for a name, email or phone number first. Most visitors close the chat.
How it happensLoops and silence
A typing indicator that never ends. The same reply to every question. A consent screen that comes back after every click. The customer can’t get past it.
How it happensBroken after an update
An expired key, a changed model, a moved page. The bot shows an error to every visitor, and it can go on for days.
How it happensOther industries
See your assistant answer your customers first
Email us your store’s address. Within a working day you get five questions your customers ask and the answers your assistant would give, each with the page it comes from. Free, no call needed.