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feat(banking-customer-support): update example to cover a banking use case
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‎fern/docs.yml‎

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@@ -112,8 +112,8 @@ navigation:
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- section: Examples
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icon: fa-light fa-code
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contents:
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- page: Customer support hotline
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path: examples/customer-support-hotline.mdx
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- page: Banking customer support
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path: examples/banking-customer-support.mdx
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icon: fa-light fa-phone-volume
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- page: Outbound sales
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path: examples/outbound-sales.mdx
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- source: "/outbound_sales"
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destination: "/examples/outbound-sales"
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- source: "/technical_support"
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destination: "/examples/customer-support-hotline"
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destination: "/examples/banking-customer-support"
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- source: "/examples/inbound-support"
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destination: "/examples/customer-support-hotline"
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destination: "/examples/banking-customer-support"
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- source: "/pizza_website"
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destination: "/examples/pizza-website"
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- source: "/outbound_call_python"

‎fern/examples/banking-customer-support.mdx‎

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---
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title: Banking Customer Support 💳
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subtitle: Build a banking customer support agent that can process inbound phone calls and assist with common banking issues.
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slug: examples/banking-customer-support
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description: A practical example of how to build a banking customer support agent that can process inbound phone calls and assist with common banking issues.
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---
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By following this example, you'll learn how to:
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* Create a voice AI assistant that answers inbound support calls 24/7 on a dedicated phone line.
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* Build custom tools to facilitate customer support without human intervention.
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* Make an automated test suite to ensure your assistant is working as expected.
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## Prerequisites
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* A [Vapi account](https://dashboard.vapi.ai/).
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## Scenario
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We will be creating a customer support agent for VapiBank, a bank that wants to provide 24/7 support to consumers. It will be capable of:
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* identifying the caller's account
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* retrieving current balance
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* processing lost card claims
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* disputing transactions
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---
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## 1. Creating a Knowledge Base
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<Steps>
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<Step title="Download the spreadsheets">
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<div className="flex gap-2">
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<Download src="../static/spreadsheets/banking-customer-support/accounts.csv">
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<Button intent="primary">Download accounts.csv</Button>
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</Download>
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<Download src="../static/spreadsheets/banking-customer-support/transactions.csv">
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<Button intent="primary">Download transactions.csv</Button>
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</Download>
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</div>
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</Step>
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<Step title="Navigate to the Files section">
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In your Vapi dashboard, click `Files` in the left sidebar.
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</Step>
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<Step title="Upload the spreadsheets">
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- Click `Choose file`. Upload both `accounts.csv` and `transactions.csv` files.
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- Note the file IDs. We'll need them later to create tools.
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</Step>
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</Steps>
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<video autoPlay loop muted src="../static/videos/banking-customer-support/upload-files.mp4" type="video/mp4" style={{ aspectRatio: '16 / 9', width: '100%' }} />
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---
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## 2. Creating an Assistant
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<Steps>
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<Step title="Open the Vapi Dashboard">
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Go to [dashboard.vapi.ai](https://dashboard.vapi.ai) and log in to your account.
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</Step>
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<Step title="Navigate to the Assistants section">
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Click `Assistants` in the left sidebar.
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</Step>
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<Step title="Create a new assistant">
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- Click `Create Assistant`.
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- Select `Blank Template` as your starting point.
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- Change assistant name to `Tom`.
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</Step>
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</Steps>
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<video autoPlay loop muted src="../static/videos/banking-customer-support/create-assistant.mp4" type="video/mp4" style={{ aspectRatio: '16 / 9', width: '100%' }} />
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---
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## 3. Configuring an Assistant
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<Steps>
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<Step title="Update the introduction message">
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Update `First Message` to:
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```txt title="First Message" wordWrap
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Hello, you've reached VapiBank customer support! My name is Tom, how may I assist you today?
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```
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</Step>
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<Step title="Update the system prompt">
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Update `System Prompt` to:
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```txt title="System Prompt" maxLines=10
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# VapiBank - Phone Support Agent Prompt
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## Identity & Purpose
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You are **Tom**, VapiBank's friendly, 24x7 phone-support voice assistant. Do not introduce yourself after the first message.
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You resolve two common requests without human intervention:
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1. **Check balance**
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2. **Report lost / stolen card** (immediately lock the card)
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## Data Source
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A CSV named **accounts.csv** is loaded in context. Columns:
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`account_id, name, phone_last4, balance, card_status, email`.
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## Available Tools
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1. **get_balance** → returns `balance` for given account holder name.
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2. **lock_card** → locks card to prevent unauthorized use.
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## Conversation Flow
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1. **Greeting**
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> “Hi, this is Tom at VapiBank. May I have the last four digits of the phone number on your account?”
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2. **Account Verification**
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• After caller answers → call **lookup_account**.
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• Read back the returned `name` for confirmation.
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• If no match after 2 tries → apologize and transfer.
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3. **Handle Intent**
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Ask: “How can I help you today—balance, lost card, or dispute a charge?”
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**Balance** → call **get_balance** → read result.
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**Lost card** → call **secure_card** with `action:"lost_card"` → confirm card is locked.
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**Dispute** → gather date & amount → call **secure_card** with `action:"dispute"` + meta details → give `ticketId`.
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4. **Close**
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> “Is there anything else I can help you with?”
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If no → thank the caller and end the call.
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## Style & Tone
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* Warm, concise, ≤ 30 words per reply.
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* One question at a time.
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* Repeat critical numbers slowly (“Your ticket ID is 8 7 1 4”).
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* Empathize with frustration but remain efficient.
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## Edge Cases
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* **No CSV match** → transfer to human.
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* **Duplicate intents** → answer latest request, then ask if anything else.
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* **Caller upset** → apologize, escalate urgency flag (`meta.urgent=true`) in **secure_card**.
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(Remember: never reveal CSV data beyond what the caller is entitled to.)
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```
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</Step>
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<Step title="Configure LLM settings (optional)">
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Configure the LLM settings to your liking.
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- Select any provider and model you like (you will see cost and latency estimates).
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- You can configure the files available to the LLM as knowledge base.
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- You can specify the temperature and max tokens of the LLM.
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</Step>
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<Step title="Publish your assistant">
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Click `Publish` to save your changes.
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</Step>
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<Step title="Test your assistant">
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Click `Talk to Assistant` to test it out.
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</Step>
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</Steps>
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<video autoPlay loop muted src="../static/videos/banking-customer-support/configure-assistant.mp4" type="video/mp4" style={{ aspectRatio: '16 / 9', width: '100%' }} />
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---
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## 4. Adding Tools to an Assistant
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<Steps>
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<Step title="Navigate to Tools">
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Open your [dashboard.vapi.ai](https://dashboard.vapi.ai) and click `Tools` in the left sidebar.
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</Step>
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<Step title="Create a tool for retrieving account balance">
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- Click `Create Tool`.
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- Select `Function` as your tool type.
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- Change tool name to `get_balance`.
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- Add the following function description:
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```txt title="Function Description" wordWrap
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Retrieve the balance for an account based on provided account holder name and last 4 digits of the phone number.
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```
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- Scroll down to the `Knowledge Bases` section and add the following knowledge base:
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- Name: `accounts`<br />
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Description: `Use this to retrieve account information`<br />
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File IDs: `<File ID of your accounts.csv file>`
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</Step>
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<Step title="Create a tool for retrieving account transactions">
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- Click `Create Tool`.
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- Select `Function` as your tool type.
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- Change tool name to `get_recent_transactions`.
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- Add the following function description:
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```txt title="Function Description" wordWrap
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Return the three most recent transactions for a specific account.
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```
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- Scroll down to the `Knowledge Bases` section and add the following knowledge bases:
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- Name: `accounts`<br />
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Description: `Use this to retrieve account information`<br />
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File IDs: `<File ID of your accounts.csv file>`
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- Name: `transactions`<br />
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Description: `Use this to retrieve transactions`<br />
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File IDs: `<File ID of your transactions.csv file>`
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</Step>
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<Step title="Create a tool for looking up account">
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- Click `Create Tool`.
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- Select `Function` as your tool type.
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- Change tool name to `lookup_account`.
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- Add the following function description:
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```txt title="Function Description" wordWrap
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Look up account based on provided name and last 4 digits of the phone number.
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```
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- Scroll down to the `Knowledge Bases` section and add the following knowledge bases:
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- Name: `accounts`<br />
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Description: `Use this to retrieve account information`<br />
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File IDs: `<File ID of your accounts.csv file>`
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</Step>
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<Step title="Add tools to assistant">
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- Click `Assistants` in the left sidebar.
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- Make sure `Tom` is selected in the list of assistants.
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- Scroll down until you see `Tools` accordion. Expand it.
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- In the expanded accordion, add `get_balance` and `get_recent_transactions` tools.
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- Click `Publish` to save your changes.
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</Step>
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<Step title="Add predefined functions to assistant">
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- While we're here, let's give our assistant ability to hang up.
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- Expand the `Predefined Functions` accordion.
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- Toggle `Enable End Call Function` to `On`.
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- Here you can add a forwarding phone number to transfer the call to (in case assistant is unable to resolve the issue).
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- Click `Publish` to save your changes.
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</Step>
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</Steps>
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<video autoPlay loop muted src="../static/videos/banking-customer-support/assistant-tools.mp4" type="video/mp4" style={{ aspectRatio: '16 / 9', width: '100%' }} />
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---
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## 5. Assigning a Phone Number to an Assistant
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<Steps>
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<Step title="Navigate to Phone Numbers">
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Open your [dashboard.vapi.ai](https://dashboard.vapi.ai) and click `Phone Numbers` in the left sidebar.
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</Step>
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<Step title="Create a new phone number">
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- Click `Create Phone Number`.
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- Stick with `Free Vapi Number`.
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- Enter your preferred area code (e.g. `530`).
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</Step>
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<Step title="Configure the phone number">
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- Set the `Phone Number Name` to `Vapi Support Hotline`.
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- Under `Inbound Settings` find `Assistant` dropdown and select `Tom` from the list.
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- Changes are saved automatically.
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</Step>
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</Steps>
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<video autoPlay loop muted src="../static/videos/banking-customer-support/assign-phone-number.mp4" type="video/mp4" style={{ aspectRatio: '16 / 9', width: '100%' }} />
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---
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## 6. Creating a Test Suite for an Assistant
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<Steps>
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<Step title="Navigate to Test Suites page">
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- Open your [dashboard.vapi.ai](https://dashboard.vapi.ai).
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- Below the `Build` section, find and expand the `Test` section.
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- In the expanded section, click `Voice Test Suites`.
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</Step>
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<Step title="Create a new test suite">
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- On the `Test Suites` page, click `Create Test Suite`.
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- Click on `New Test Suite` and change the name to `Support Hotline Test Suite`.
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- Set the `Assistant` to `Bobby`.
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- Set the `Phone Number` to `Vapi Support Hotline`.
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- Under `Test Cases`, click `Generate Tests`.
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- Use the following prompt to generate the test case:
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```txt title="Test Case Prompt" wordWrap
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Ensure that the assistant correctly captures customer name, email, and issue description when creating a support ticket.
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```
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- Accept the generated test case.
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</Step>
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</Steps>
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<video autoPlay loop muted src="../static/videos/banking-customer-support/create-test-suite.mp4" type="video/mp4" style={{ aspectRatio: '16 / 9', width: '100%' }} />
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---
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## 7. Running the Test Suite on an Assistant
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<Steps>
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<Step title="Navigate to Test Suites page">
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Open your [dashboard.vapi.ai](https://dashboard.vapi.ai) and click `Assistants` in the left sidebar.
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</Step>
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<Step title="Run the test suite">
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- Click on `Support Hotline Test Suite` in the list of test suites.
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- Click on `Run Test Suite` button.
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- Wait for the test suite to finish running.
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- You will see the results of the test suite in the `Test Results` section.
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</Step>
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</Steps>
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<video autoPlay loop muted src="../static/videos/banking-customer-support/run-test-suite.mp4" type="video/mp4" style={{ aspectRatio: '16 / 9', width: '100%' }} />
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## Next Steps
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Just like that, you've built a 24/7 customer support hotline that can handle inbound calls, create support tickets, and run automated tests to ensure it's working as expected.
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Consider the reading the following guides to further enhance your assistant:
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* [**Knowledge Bases**](../knowledge-base/) - Attach a Trieve KB so the agent can answer FAQs inline.
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* [**External Integrations**](../tools/) - Configure integrations with [Google Calendar](../tools/google-calendar), [Google Sheets](../tools/google-sheets), [Slack](../tools/slack), etc.
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<Callout>
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Need help? Chat with the team on our [Discord](https://discord.com/invite/pUFNcf2WmH) or mention us on [X/Twitter](https://x.com/Vapi_AI).
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</Callout>

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