Orchestrate every channel
from one intelligent
layer.
In 30 minutes we'll show you how Twinny connects to your operation and starts delivering results from week 1.
Banking and financial services
Twinny serves banking, insurance and fintech customers by voice, WhatsApp, email and web with their full context, and executes the back-office operations behind them: onboarding, documentation, incidents, collections and claims. Every decision is traced.
The challenge for banks, insurers and fintechs in 2026
Enquiry peaks impossible to cover with fixed headcount, customers who expect an immediate reply on any channel and back-office operations (account opening, KYC, claims, complaints, collections) that still depend on people transcribing between systems.
All under regulation: every action must be traceable, every piece of data handled with consent and European residency, and every AI decision explainable to the supervisor and the customer.
THE SOLUTION
Digital workers that operate under your rules
Twinny resolves the first layer of every enquiry with real access to the customer’s position, contracts and incidents, and executes in the core, CRM and management systems: opens and closes cases, validates documents, books, collects and escalates to a person with full context when the case requires it.
24/7 service with context
Balance, transaction, contract and incident-status enquiries resolved instantly by voice, WhatsApp, email and web.
Document onboarding and KYC
Reads and validates identity documents and proofs, chases what is missing and registers in the system with full traceability.
End-to-end back office
Claims, complaints, collections and refunds processed in the core and CRM, with human approval above a threshold.
Compliance and traceability
Every decision signed with the rule applied and the data consulted. GDPR, EU AI Act, ISO 27001 and SOC 2; deployment in a European cloud or your infrastructure.
TYPICAL FLOW
How a digital worker operates in a bank
A concrete case: a customer writes on WhatsApp on a Saturday because a fee was charged twice. The digital worker resolves the case with no human intervention and leaves the full trace.
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Identifies and verifies
Recognises the customer, verifies identity with the defined protocol and retrieves the account and affected transactions.
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Analyses the case
Checks the duplicate charge in the core, applies the refund policy and decides whether compensation applies.
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Executes
Opens the case in the CRM, orders the refund and sends confirmation through the same channel.
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Closes and escalates if needed
Closes the case with the full trace; if the amount exceeds the threshold, hands it to a person with the file prepared.
PILOT TARGETS
What we measure in banking and insurance.
24/7
Service coverage
Without adding headcount in campaign or incident peaks.
<60 s
First response
With the customer’s real context, on any channel.
100%
Traceable decisions
Rule applied, data consulted and approving person, on every action.
* Reference targets we set in the pilot; real results, with metrics, at /en/cases.
FREQUENTLY ASKED
What we get asked most in financial services.
Can it operate in our banking or insurance core?
Yes, via API, MCP or, for legacy systems without an API, through RPA with its own identity, validations and human approval for critical actions.
How is compliance handled?
Data in European territory or in your infrastructure, no training on your data, configurable consent and retention, and per-decision traceability exportable to your SIEM. Support for your DPIA.
What about sensitive cases?
Escalation rules are defined: amounts, fraud signals, formal complaints or vulnerable customers always go to a person with full context.
How long does go-live take?
Weeks: we start with one concrete process (incidents, onboarding, collections) with committed KPIs and leave the infrastructure built for the next ones.