Case Study · FinTech & Payments
ProZeal: AI-Powered Voice Banking & IVR Platform
A multi-tenant IVR engine built for financial institutions — hybrid speech and DTMF menus, live visibility into every call in flight, and automatic hand-off to a human the moment a caller actually needs one.
Multi-tenant
One platform, many licensed clients
Speech + DTMF
Hybrid call ingestion
Live
Real-time call operations view
Bank-grade
PIN verification & secure data lookups
The challenge
Off-the-shelf IVR systems force a false choice: rigid DTMF trees that frustrate callers, or speech-only bots that can't gracefully fall back when recognition fails. Banks and financial institutions need both — plus a live, human-readable view of what's actually happening across hundreds of simultaneous calls, and a way to escalate a caller to a real specialist the instant a conversation needs one, without dead air or a silent disconnect.
What we built
Hybrid Speech + DTMF Flows
One flow engine, two input styles
Menus authored once can capture natural speech or a keypress interchangeably per node, with mood-aware routing and graceful no-input handling — three attempts with escalating prompts before a call ever dead-ends.
Live Call Operations
See every call, as it happens
A real-time tree diagram plots every live call on its actual position in the flow, flags calls stuck on a critical step, and lets an operator patch a stalled caller straight to a specialist with one click — no polling, no guesswork.
Automatic Human Escalation
Never leave a caller in dead air
When a call needs a specialist, the platform matches a free agent by skill automatically and bridges the caller live. If nobody answers in time, the caller hears a clear apology instead of a silent hangup — every escalation is logged and visible on the ops dashboard.
Under the hood
Multi-Tenant Licensing
Every client operates under their own license with service tiers that gate exactly which capabilities — DTMF-only up to full speech-and-AI menus — their admins can configure.
Banking Data Integration
Live account balance, loan status, KYC, cheque, and nominee look-ups run inline mid-call through a controlled, auditable query layer.
Security & Verification
Spoken PIN verification with a bounded two-retry window before quietly escalating to a human — never an abrupt hangup on a genuine mistake.
Isolated Test Sessions
Every client can spin up a clean-slate sandbox that shares no data, prompts, or call history with production — safe to demo and iterate in, with zero risk of touching live traffic.
Why it holds up in production
Checksum-verified deploys — every release is byte-compared before it ever restarts a live process.
Self-healing observer sweep — a stuck call finds a free specialist on its own, no manual triage required.
Full audit trail — every menu choice, escalation, and data look-up logged against the call that produced it.
Built to change — new menu tiers, retry logic, and escalation rules ship as configuration, not rewrites.
Want an IVR platform your callers don't hate?
Let's talk about what a hybrid speech-and-DTMF voice platform could do for your institution.