Next-generation banking technology provider Zeta has unveiled Selene, an artificial intelligence (AI)-powered assistant designed to enhance customer service for card issuers.
The solution, built on advanced generative AI and enterprise-grade security, aims to automate support interactions and reduce reliance on traditional contact centres.
Zeta said that the launch comes as financial institutions face growing volumes of customer queries, with rising demand for instant resolution and hyper-personalised service.
Unlike conventional chatbots, Selene enables natural, human-like conversations using text-to-speech systems and advanced speech recognition.
The AI assistant can seamlessly navigate context shifts, adapting to evolving customer requests mid-conversation while ensuring compliance through issuer-specific data controls.
Zeta CEO Bhavin Turakhia said: “It understands, using natural language and domain context, that ‘make a payment’ and ‘I want to pay my bill’ mean the same thing.
“It maintains context throughout complex conversations, learns from each interaction, and can execute real-time actions while maintaining banking-grade security.”
Designed to handle 100% of customer service calls, Selene operates across voice and chat channels, eliminating wait times and scaling instantly to manage surges in demand.
Key features include intelligent intent detection, context-aware conversation management, and secure workflows that prevent AI misinterpretations.
The system also provides intelligent escalation, ensuring seamless hand-offs to live agents when necessary.
Integrated with Zeta’s Tachyon card processing platform, Selene leverages real-time access to customer data for enhanced service delivery.
The AI-driven assistant offers financial institutions a customisable framework, allowing issuers to align support capabilities with internal knowledge, workflows, and compliance requirements.
Zeta’s platform enables banks and financial institutions to launch and manage a wide range of products, including card issuing, lending, core banking, fraud detection, and digital banking applications.
