Contact Center as a Service

You answer for every word your agents say.

The AI answers your customers first. A person takes stuck transactions, disputes and complaints with the full conversation on screen. Every chat and email stays on record.

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The problem

Peak days flood the queue. Every reply is still yours.

Customers reach out at once: on payday, after an outage, after hours. Seats get added, the bill grows, and every conversation an agent has on a client’s behalf is conduct someone answers for. Complaints you miss can reach the regulator first.

Who it’s for

  • BPOs and support teams

    Contact centers that run chat support for banks and fintechs

    “Every client wants AI on the queue, and a record its compliance team will accept.”

    Start with

    One client’s chat queue

  • Banks

    Consumer, card and digital banking units

    “We hear about complaints when the regulator forwards them.”

    Start with

    Complaints and after-hours overflow

  • Payments and fintech

    E-money issuers, payment providers and platforms

    “Where is my money? Every time a transfer runs late, the queue fills.”

    Start with

    Payment and account status questions

Proof

56% of conversations, finished without a person.

PayMongo, a BSP-supervised payments company, moved its own customer support onto the service in August 2026 and finished on September 24. These are its September numbers, measured on its own merchant support.
  • 56% finished without a person
  • 44% handed to a person, conversation attached

4,067 AI conversations in September 2026, up 174% from August

89%

of customer goals met by the AI, up from 82% in August

95%

of AI answers faithful to approved help pages

How it works

AI answers.
People take over.

The AI answers first on chat. It checks the customer’s own records and answers from the policies and help pages you approve. When a case needs judgement, it hands over to a named, trained agent with the reason tagged and the full conversation on screen. Keep your current agents, or add ours.
  1. 01

    AI checks the record and answers

    It looks up transaction, payout, transfer and verification status, and answers from documents you approve.

  2. 02

    AI decides, and says why

    It resolves or escalates, and tags the case reason either way.

  3. 03

    A person takes over with the full story

    Stuck transactions, disputes and complaints go to an agent with the conversation and reason on screen.

In pilot and next

  • Lookups in your own core systems, per clientPilot
  • Named, trained agents for escalation and after-hoursPilot
  • AI-suggested replies for your agentsPilot
  • AI quality checks on every conversationNext
Complaints and the record

Every complaint, on one record.

Every chat and email opens a case, replies thread into it, and the AI tags the reason. When an examiner asks, you export the full record as a PDF. For banks, it supports the single consumer assistance mechanism BSP Circular 1160 requires.

  • Automatic cases

    Every chat and email opens a case; replies thread into it.

  • Reason tagging

    The AI tags the case reason at escalation.

  • Activity feed and notes

    Every action, reassignment and note is timestamped.

  • Compliance export

    A full case as a PDF, transcript and files included.

  • Customer portal

    Customers see their cases, comments and transcripts.

  • Satisfaction surveys

    Ratings on both AI and human handling.

  • Client dashboards

    Pilot

    Live queues, resolution rate, response time and satisfaction for your team.

Conduct

Your rules, applied to every conversation.

Under the Financial Consumer Protection Act, you answer for every third party that speaks for you. Your regulator sets what may be said, when, and how a complaint is handled.

  • Disclosure

    The AI names itself in every greeting, beside your consumer-protection notice.

  • A person on request

    Customers reach a person at any point; the AI escalates when it isn’t confident.

  • Grounded answers

    Replies come from documents you approve.

  • Role-based access

    Staff sign in with their company account and see only what their role allows.

  • Person-only topics

    Pilot

    You choose which topics skip the AI and go straight to a person.

  • Named agents

    Pilot

    Every agent who speaks for you is named and disclosed.

The AI only reads data. It never moves money.

Payment in the conversationPilot

From failed to paid.

A failed payment usually becomes a second ticket. In pilot, the AI checks the transaction, sends a fresh payment link or QR code in the same thread, and the customer sees the confirmation there. The customer moves the money; the AI never does.

  • Payment in the chat

    Pilot

    A payment link or QR code, sent in the conversation.

  • Confirmation in the same thread

    Pilot

    The customer sees the payment land without a callback.

  • Disputes and stuck transactions

    Routed to a person with the conversation attached.

Capabilities

Live today.
In pilot now.

Everything here runs today on PayMongo’s own contact center unless it is marked. Pilot is offered to design partners and scoped per engagement. Next is in final development.

Channels

  • Web and in-app chat, queues per team

  • Email inboxes threaded into cases

  • AI replies on email

    Next

AI

  • First response grounded in approved documents

  • Escalation and case-reason tagging

  • AI-suggested replies for agents

    Pilot

  • Status lookups: transactions, payouts, transfers, verification

  • Lookups in your own core systems, per client

    Pilot

  • AI quality checks on every conversation

    Next

Operations

  • Tier and skill routing, business hours

  • Live queue counters and team views

  • Client dashboards: resolution, response time, satisfaction

    Pilot

  • Named managed agents, after-hours cover

    Pilot

Controls and payments

  • SSO and role-based access

  • Transcripts, files and PDF export

  • Payment link or QR code in the chat

    Pilot
For the buying committee

Answers for everyone who signs.

A contact center decision crosses six desks. Here is what each one asks, and what we bring to the meeting.
How a pilot starts

Start with one queue.

Your current agents stay. We put AI in front of one queue, customer service or complaints, and measure first response, resolution and cost per resolution against today before you widen scope.

Talk to an expert
Available today
Chat, email, AI first response and status lookups, cases, export
Pilot
Payment in the chat, suggested replies, client dashboards
Next
AI replies on email, AI quality checks