Talkdesk Financial Services Experience Cloud for Banking is a solution with out-of-the-box integrations powered by Talkdesk AI and state-of-the-art encryption. For more information, please visit our Talkdesk Financial Services Experience Cloud for Banking documentation.
- May 27, 2026
- May 25, 2026
- January 30, 2026
- June 5, 2025
- January 24, 2025
- August 22, 2024
- July 29, 2024
- June 28, 2024
- June 13, 2024
- March 4, 2024
- June 7, 2023
- December 16, 2021
May 27, 2026
On May 27th, 2026, Talkdesk is releasing an AI-powered outbound campaign template for financial services institutions. Banks and credit unions can now run deposit growth campaigns at scale — without increasing headcount, by letting an AI agent handle the full member conversation: from product pitch and identity verification to account opening link delivery, live agent escalation, and branch appointment booking.
What's New
Outbound Deposit Growth AI Agent
Financial services institutions face a persistent challenge: deposit growth campaigns require live agents, which are costly, inconsistent, and difficult to scale. Members who qualify for new deposit products are often never reached, and branches cannot absorb the volume of inbound interest that campaigns generate.
This release delivers a multi-agent AI template that runs the full outbound member conversation autonomously. The AI agent contacts eligible members via an outbound voice or digital campaign, authenticates their identity, presents a relevant deposit product, and sends a direct link to the member-facing account opening platform — all within a single interaction. If a member requests human assistance, the interaction is transferred to a live agent. If the member prefers an in-person visit, the AI agent or live agent can book a branch appointment before closing the interaction
The template is delivered as a Talkdesk blueprint, implemented by the Field Delivery Engineering team for each customer environment.
The agent architecture includes four specialized sub-agents:
- Product Recommendation Agent: Provides the member with suitable banking product recommendations based on the campaign configuration.
- Authentication Agent: Verifies the member's identity before any account action is taken.
- Account Open Agent: Sends a link to the member-facing platform so the member can complete account opening immediately.
- Appointment Scheduling Agent: Offers and books branch appointments for members who prefer in-person support.
Note: This feature requires the Financial Services Experience Cloud for Banking license type. Account opening is completed on the financial institution's own member-facing platform, Talkdesk acts as the communication and orchestration layer only, and is not the system of record for account transactions. If the outbound campaign uses Advanced Dialer, Advanced Dialer pricing applies.
Resources
For more information, please check our Financial Services Experience Cloud for Banking documentation.
May 27, 2026
On May 27th, 2026, Talkdesk is releasing an AI-powered outbound loan follow-up template for financial services institutions. Banks and credit unions can now automatically re-engage members with stalled loan applications, alerting them to missing documents and delivering secure upload links in a single call without requiring a loan officer to make the contact.
What's New
Outbound Loan Application Follow-Up AI Agent
Loan applications stall when members fail to submit required documents. Manual follow-up by loan officers is time-consuming and difficult to scale, and members who do not hear back promptly often abandon the process or go elsewhere, converting underwriting effort already invested into lost revenue.
This release delivers a multi-agent AI template that handles outbound follow-up on incomplete loan applications autonomously. The AI agent contacts eligible members via an outbound voice or digital campaign, verifies their identity using a one-time passcode, informs them of the specific documents that are missing or incomplete, and sends a secure upload link directly to their phone or email, all within a single interaction. If a member wants to speak with a loan officer, the interaction can be transferred to a live agent with all the appropriate context. If they prefer an in-person visit, the AI agent or live agent can book an appointment before closing the interaction.
Loan decisioning remains entirely within the financial institution's loan origination system (LOS). Talkdesk orchestrates the outreach and document collection workflow only, and is not involved in application assessment or approval decisions.
The template is delivered as a Talkdesk blueprint, implemented by the Field Delivery Engineering team for each customer environment.
The agent architecture includes five specialized sub-agents:
- OTP Authentication Handler: Verifies the member's identity at the start of the call using a one-time passcode.
- Loan Details Checker: Validates which documents are missing or incomplete from the member's application.
- Loan Details Agent: Retrieves and surfaces the member's loan application status from the LOS. Requires a separate integration if used.
- Secure Communication Sender: Sends a secure upload link to the member via SMS or email so they can submit documents on the member-facing platform.
- Appointment Scheduling Agent: Offers and books branch or virtual advisor appointments for members who need hands-on support.
Note: This feature requires the Financial Services Experience Cloud for Banking license type. Document upload and loan decisioning are handled entirely by the financial institution's own platform and LOS, Talkdesk acts as the communication and orchestration layer only. If the outbound campaign uses Advanced Dialer, Advanced Dialer pricing applies.
Resources
For more information, please check our Financial Services Experience Cloud for Banking documentation.
May 25, 2026
On Monday, May 25th, 2026, Talkdesk will release a capability allowing Administrators to create team-based configurations within Industry Settings.
This allows organizations to deliver distinct role-based Banking workspaces from a single Talkdesk environment, ensuring Contact Center agents only see the tools, cards, and settings relevant to their responsibilities. For example, the lending/collections group can have a separate view and actions from customer service agents.
What’s New
Administrators can now create and manage multiple Industry Settings configurations and assign them to individual teams. Each configuration independently controls workspace cards, payment settings, funds transfers, stop payments, and all other Client 360 settings. Teams without a specific assignment automatically inherit the default account-level configuration.
This helps organizations tailor Banking workspaces for different operational teams, reducing unnecessary workspace elements and allowing agents to focus on the tools and workflows relevant to their role.
Note: Teams without a dedicated configuration continue using the default account-level settings.
For more information on how to configure Industry Settings by Team, refer to the Configuring Banking Workspace Knowledge Base article.
January 30, 2026
On Friday, January 30, 2026, Talkdesk Appointment Scheduler™ will be fully released.
- Talkdesk Appointment Scheduler™ is a new application that enables contact center agents and end users to book appointments easily with subject-matter specialists outside the contact center. This powerful tool simplifies scheduling workflows—whether booked by agents on behalf of clients or self-service via digital channels—with deep calendar integrations and automated notifications. Customers with Industry Experience Cloud deployments will benefit from this streamlined process that enhances operational efficiency and customer satisfaction.
- It includes an administrative interface for configuring specialist teams (integrated with Talkdesk Directories), calendar access, and availability, as well as an intuitive booking experience for agents and clients. Users can connect Outlook or Google calendars to ensure real-time availability, choose time slots for appointments, and send automated email and calendar invitations once scheduled.
For complete setup and usage guidance, see the Talkdesk Appointment Scheduler™ documentation.
June 5, 2025
On Thursday, June 5th, 2025, the following capabilities were released on Talkdesk Financial Services Experience Cloud for Banking:
New:
- Self-service admin configuration for the Client 360 Workspace: A new self-service method is now available for Administrators to configure the Client 360 Workspace settings, in order to manage the Agent view of Workspace cards and actions.
- Password Reset Help: It is now possible to use a self-service capability for Agents to provide password reset assistance by supplying the URL link that will allow a user to change their password.
For more information on how to configure the FSEC for Banking Client 360 settings including enabling Password Reset Help, please refer to this Knowledge Base article.
January 24, 2025
On Friday, January 24th, 2025, we will release the following in the Talkdesk Financial Services Experience Cloud for Banking:
New:
- Automatic sync of interaction notes with core banking systems: Interaction notes captured by agents in Talkdesk can now be automatically synced with core banking systems, with no agent effort required. This seamless integration ensures client insights are accessible organization-wide, streamlining workflows and enhancing collaboration.
Note: To enable this feature, please reach out to your Talkdesk representative.
Enhancements:
Enhanced Banking Omnichannel Interactions Report in Talkdesk Explore: Added filters for Interaction ID and Contact ID and direct links to transcriptions and recordings. This report remains a key tool to track interaction data tied to external IDs, providing comprehensive visibility and deeper analytics.
August 22, 2024
On Thursday, August 22nd, 2024, we are releasing the following in Talkdesk Financial Services Experience Cloud:
New:
- Interactions organized by external ID on the Activities Card: This feature updates user interactions with their external ID (e.g. member ID or policyholder ID) within the FSEC workspace. Agents can view all voice and digital interactions for a specific end user, regardless of the contact phone number or the communication channel.
- Banking and Insurance Omnichannel Interactions Reports: Two new reports, the Banking Omnichannel Interactions Report and the Insurance Omnichannel Interactions Report, are now available in our Explorer application. These reports show interaction data tied to an external ID for greater insights into member and policyholder activities across channels.
July 29, 2024
On Monday, July 29th, 2024, we are releasing the following in Talkdesk Financial Services Experience Cloud for Banking:
New:
- Autopilot template for requesting a replacement card:
Autopilot template for banking clients and credit union members to request a replacement credit or debit card. This template can be added to the existing Autopilot template for deactivating cards to issue a replacement card.
June 28, 2024
On Friday, June 21st, 2024, we are releasing the following in Talkdesk Financial Services Experience Cloud for Banking:
New:
- Banking Applications as the First Tabs for the Agent: Now, you can configure the Client 360 tab as the first tab displayed when a client engages with an agent, via voice or digital channels. This enhancement increases agent efficiency, allowing them to act swiftly, provides personalized support, and focuses on client interactions.
June 13, 2024
On Thursday, June 13th, 2024, we are releasing the following in Talkdesk Financial Services Experience Cloud for Banking:
New:
- Dispute Transactions Autopilot: Template designed to simplify implementing the self-service dispute resolution process for FSEC banking clients. With this feature, you can create your Autopilot, customized to your needs.
- Travel Notifications Autopilot: This feature is designed to enhance customer experience by preventing account blockages during travel.
Enhancements:
- Search Check Capability: Agents can search for specific checks directly within our workspace, without accessing the banking core.
- Pre-built Autopilots: Ready-to-use conversation flow templates for both voice and digital autopilot allow customers to search for a check and stop payment, speeding a smoother implementation for FSEC banking clients.
- Expanded Stop Payment Functionality: The stop payment feature has been extended, allowing the agent to complete it inside the workspace.
March 4, 2024
On Monday, March 4th, 2024, we will release the following new features in Talkdesk Financial Services Experience Cloud for Banking.
New:
-
Q2 Integration: This revolutionary feature is designed to enhance client engagement within the banking environment, by seamlessly embedding the Talkdesk chat widget into the Q2 home online banking and mobile applications. Clients can initiate chat conversations to perform self-service tasks and/or contact customer service representatives directly within their banking applications. The integration enables clients to ask questions or request assistance without interrupting their banking experience, ensuring a seamless transition from self-service to personalized support.
- Customizable Canvas in the Workspace: The incorporation of a customizable canvas from Workspace Designer aims to empower agents by providing an additional flexible card within the workspace, enabling the visualization of extra information, specific to the client business. With this feature, the card can be populated either with information sourced from banking cores via our FSEC APIs or from any other system, through Connections. Moreover, the flexibility extends to the ability to rearrange the order of this card, mirroring the behavior of existing Client 360 cards. This becomes particularly advantageous when agents utilize the client 360 view during chat interactions, ensuring a seamless experience without the need for scrolling. As an additional benefit, it is possible to control the visibility of this card based on specific parameters such as account, ring group, or agent. This customizable setting, integral to the implementation phase, provides a tailored approach to optimize workspace dynamics for each user.
-
Stop a Payment: The Stop Payment feature is designed to empower bank clients and credit union members with greater control over their account transactions. With this feature, customers can initiate a stop payment request for paper checks, check sequences, or ACH transactions through the self-service digital platform. Customers can initiate stop payments for paper checks or ACH transactions using the digital platform, eliminating the need for manual intervention. Adding the Stop Payment use case to our virtual agent library enables customers to navigate the stop payment process seamlessly, providing step-by-step guidance. Customers can prevent unauthorized or erroneous payments by initiating stop payments for paper checks or ACH transactions, enhancing account security.
For more information, please check our Talkdesk Financial Services Experience Cloud documentation.
June 7, 2023
On Wednesday, June 7th, 2023, we will release new features and enhancements for Talkdesk Financial Services Experience Cloud™ for Banking.
New:
-
Internal Transfer of Funds: Customers can now transfer funds between their accounts or to a different customer within the same bank, by speaking with an agent directly or through self-service options:
- Speaking with a Autopilot
- Through the IVR
-
External Transfer of Funds: Customers can now transfer funds from one account to another institution by speaking with an agent directly or through self-service options:
- Speaking with a Autopilot
- Through the IVR
- Card Detail Side Panel: A new side panel within Workspace now shows new and relevant card information.
- Deactivate a Card: Agents can deactivate a customer card and mark it as “Canceled”, “Lost”, or “Stolen” using Banking Agent Workspace.
- Restricted Accounts UI: This feature enables customers to hide or restrict account information from agents. This ensures compliance with internal privacy rules for certain clients, such as board members or VIP customers.
- Account Details Side Panel: A new side panel within Workspace now shows new and relevant account information with the possibility to add and display custom data fields.
- Loan Accounts Management: Agents can now easily consult any loans or mortgage information during an interaction. This includes loan balances, upcoming and past due payments, and even payoff quotations.
- Payoff Quotation: Within Workspace, agents are now able to quote payoff amounts for loan and mortgage products in a single view. This saves time and effort by no longer needing to switch to the core banking system or secondary calculation solution to gather that information.
Enhancement:
- Membership Date: We are now bringing the client membership date from the core and presenting it on the “Client Details” card. This way, agents will no longer need to jump into the banking core to calculate it.
December 16, 2021
On Thursday, December 16th, 2021, we will release Talkdesk Financial Services Experience Cloud™ for Banking.
Talkdesk Financial Services Experience Cloud™ for Banking is an end-to-end solution that’s connected, intelligent, and secure. It features banking-specific capabilities that empower agents to communicate with clients in a more personalized way. With out-of-the-box integrations, artificial intelligence, and state-of-the-art encryption, it helps banks unlock the promise and potential of a great client experience.
What’s Included
The release includes the following main features:
- Banking Workspace: Tailored for banking agents, Banking Workspace features a unified dashboard displaying key client information (for example, demographic information, transaction details, and account status) on the back of integrated core banking systems. With an extensive view of clients in place, Banking Workspace helps agents handle requests with more personalized conversations, greatly lowering average handle time.
- Cobrowse: Assists clients with complicated requests through screen sharing. Agents can see and interact with the client's view, as they are able to highlight an area of the shared screen, helping agents quickly navigate to a specific place on your website, and more.
- Video Chat: Provides a better conversational and interactive experience for your client through video calls with higher security.
- Banking Connector: Out-of-the-box integrations with core banking systems, supporting Banking Workspace, Visual IVR, and Payments and Collections Reminders with key client data, such as contact information, transactions, and due or upcoming payments.
- Payments and Collections Reminders: Sets up customized, proactive SMS text notifications to remind clients of their upcoming payments, outstanding balance, and more.