All use cases

Onboard / Activate

Deposit-account activation outreach

They went through the whole application, the account is open and waiting — and then nothing ever lands in it.

Get aheadSystem triggerTime-based triggerVoiceSMSEmailPushFintech

What it does

A customer who opened a deposit or current account but never funded it is the most expensive kind of new signup: the bank paid to acquire and onboard them, and got an empty shell that earns nothing for either side. Most of these accounts are not unwilling, just stalled — the first transfer felt like a chore, the card never got activated, the salary never got redirected. The agent reaches out in the days after opening with a specific, friendly nudge that walks the customer through funding it, making the first transfer, or activating the card, turning an opened account into an active, funded relationship before it goes cold.

How it works

  1. 1
    Trigger. an account opens but stays unfunded or inactive past a defined window — no opening deposit, no first transaction, or a card issued but never activated.
  2. 2
    Decision. the agent reads what step is actually missing for this customer and what they signed up for, recalls anything already known about them, and picks the single most useful next action and the right channel and timing under consent rules. A judge gates the message for relevance, tone, and regulated wording.
  3. 3
    Action. a clear nudge lands on the customer's consented channel — a short call, an SMS, an email, or a push — leading with the one thing left to do ("your account's ready, here's the one-tap way to move your first deposit across") and opening a thread where they can act or ask.
  4. 4
    Follow-through. any funding or card step happens in the bank's own secure flow with the customer confirming; if the customer funds or transacts on their own first, the pending outreach is cancelled; activation outcomes are measured per cohort against a holdout so the program proves it activated accounts that would otherwise have stayed empty.
Example
AgentHi — your new everyday account is open and ready, but it looks like nothing's moved into it yet. Most people get going with a first transfer from their existing bank; it takes about a minute and your money's there instantly. Want me to walk you through it?
CustomerSure. Is there a minimum I need to put in?
AgentNo minimum at all — even a small first transfer activates the account and gets your card working. I'll send you the secure link to start it; nothing leaves your other bank until you confirm the amount there yourself.

Configuration

How the agent is wired for this use case.

Triggeran account_opened event from the core banking platform with no matching account_funded or first-transaction event past a set window, or a card_issued without card_activated.
Tools & actions
  • Core banking platform · read account status, funding state, and card-activation state to find the missing step
  • CRM / customer 360 · read what product was opened, tenure, and channel consent; log the activation attempt and outcome
  • Customer memory · recall prior nudges and responses; cancel pending outreach the moment the account funds organically
  • Onboarding/activation service · generate the secure funding, first-transfer, or card-activation link the customer completes themselves
  • Messaging channel · deliver the voice, SMS, email, or push nudge and run the thread
Autonomyactivation detection, step selection, and outreach run unattended under judge gating; any funding, transfer, or card-activation action is confirmation-gated and executes only in the bank's own secure flow. Money-moving steps follow a regulated-banking policy class — the agent guides, the customer confirms, the bank's own app moves the money.
Channelsvoice · sms · email · push
Escalationa complaint, a suspected-fraud or stuck-onboarding signal (a failed identity step, a frozen account), or a request for regulated financial advice hands off to the right human team with full context.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

account_opened, account_funded / first-transaction, and card_issued / card_activated events from the core banking platform, with the inactivity window defined.

Data

product opened, account and card state, customer contact details and preferred channel, consent state, persistent memory of prior nudges.

Guardrails

judge gating on every unprompted message; regulated-communications wording and clear opt-out; no funding, transfer, or card activation performed by the agent — every such step is customer-confirmed in the bank's own flow; suppression of opted-out customers; frequency caps; stale-outreach cancellation on organic funding; per-cohort holdout for honest measurement.

Metrics it moves

  • reactivation-rateup: opened-but-empty accounts are walked to a first deposit or card activation instead of sitting idle until they're written off.
  • conversion-rateup: more completed openings turn into funded, transacting accounts, the point at which the relationship actually begins.
  • ltvup: an activated, funded account becomes a primary relationship; an unfunded one never earns anything.

Related use cases

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New-borrower welcome call with autopay setup

the lending-side onboarding call at the moment a loan funds

Onboard / Activate

Back-office event conversation resume

re-opens the journey when an approval clears, upstream of funding

Win back

Dormant account reactivation (banking)

the win-back sibling for an account that was active and then went quiet

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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