Responsible AI
Use AI agents with the controls regulators expect
Customer stories
How banks, credit unions and insurers grow with Hourglass
Regulated teams use Hourglass to serve members and clients faster, with every message reviewed.
Illustrative stories for this demo.
“Our branch and contact center teams used to switch between four systems to answer one question. Now the Customer Agent drafts the reply from the customer’s record, and our staff approve it before it goes out.”
Priya Raman
VP of Customer Experience, Mercantile Bank
38%
faster replies to customer questions
2x
more customers enrolled in online banking
“Our relationship managers see every product, conversation and service request for a business on one record. The Data Agent tells them which owners to call this week, and why.”
Daniel Okafor
Head of Relationship Banking, Allica Bank
27%
more cross-sell conversations per relationship manager
6 weeks
from kickoff to the first team live
“When a storm hits, thousands of policyholders need to hear from us at once. The agents draft every update from the claim record, and our compliance team signs off on each one before it is sent.”
Maria Lindqvist
Director of Client Communications, Alacrity Solutions
19%
faster first contact after a claim is filed
100%
of agent-drafted outreach approved before sending
Financial services
Built for regulated teams
Hourglass gives relationship, marketing and service teams room to move, with the controls your compliance team asks for.
Approvals where you need them
Add review steps to campaigns, outreach and agent replies, and keep a full history of who approved what and when.
- Review steps for campaigns, outreach and replies
- Every decision logged with who and when
- Ready when your auditors ask
The service members expect
Answer routine questions from approved content in chat and email, and pass anything about money or accounts to a person.
- Answers from approved content only
- Money and account questions go to people
- Chat and email in one queue
The governance playbookSet permissions
Choose the data each agent can read. Limit actions by team and role.
Require approval
Approval steps for messages and record changes. Different rules for different risks.
Review every action
An activity log with the data each action used. Exports for your audit team.
Pause any agent
Switch an agent off in one click. Change its scope without starting over.
