Financial Services Experience Cloud for Banking

Overview

The Financial Services and Insurance (FSI) Integrations API, a Talkdesk Financial Services Experience Cloud™ (FSEC) solution, fetches information such as FSI contacts (clients and members of Financial Institutions) and their associated accounts, transactions, payments, and cards among other data.

The FSI Integrations API communicates with a variety of core banking systems through middleware. Talkdesk has a middleware provider or the customer can choose to build their own adapter for the integration. The FSI Integrations API is used in the Talkdesk FSI Client Profile app and Talkdesk FSI Payments app during live agent interactions as well as in Virtual Agents (Autopilots and AI Agents) for client and member self-service.

The Talkdesk FSI Client Profile app and Talkdesk FSI Payments app are Talkdesk Workspace™ apps rendered in conversation tabs (Client360 tab and Payments tab, respectively). The requests to the FSI Integrations API occur when the agent enters the specified tab in the conversation mode. These tabs are shown and populated in voice (inbound and outbound).

The Client Profile app (also known as Client360) is responsible for showing contact details, and the contact’s accounts, payments, transactions, and cards. The Payments tab provides detailed payment information and allows the user to apply some filters to easily find a specific payment.

Business Context

What You Achieve with the FSI Integrations API
FSI Integrations API allows FSEC to connect directly to core banking systems of financial institutions (banks and credit unions) and to retrieve crucial information required to provide excellent customer service by live agents and automations.

Business Problems the FSI Integrations API Solves
Financial services agents use a minimum of 5-10 different platforms/screens in order to access a customer's information during a call and take action. Through simultaneous access to the client or member’s data (like demographics, accounts, payments, and cards), the FSI Integrations API displays all of this information in one agent Workspace and allows the agent to initiate action from within Talkdesk.

Case

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Use Case
As a real-life example, consider the case where an agent is using the Talkdesk Conversations App with FSEC enabled. The Client 360 tab allows the agent to see the financial data of the client or member who is engaging with the Contact Center. The Payments tab allows searching, filtering, and reviewing each payment thoroughly (the Client 360 tab and the Payments tab are at the same UI level).
Talkdesk is able to identify the client or member engaging with the Contact Center based on a variety of factors and is then able to look up that client or member in the core banking system. When the agent is logged into the Talkdesk Workspace, within an account that has these tabs configured, the agent will be able to see information about that client or member as their information will be displayed in the respective tabs. If Talkdesk is unable to find a match for that client or member, we provide the ability to search for the respective contact given some information like the person's name or date of birth, etc. After confirming the contact, the agent will be able to see all the financial information about this person.

Authentication

All endpoints provided by the integration bridge must be protected using one of the following authentication schemes.

Basic Authentication

Talkdesk calls the endpoint, including a header on the HTTP request which complies with the basic authentication standard.

API Key Authentication

Talkdesk invokes the endpoint by including a header in the HTTP request containing the API key.

OAuth 2.0 Authentication

Talkdesk employs the OAuth 2.0 client credentials flow to generate a token (JSON web token). This token is then included in the header when submitting requests to any endpoint offered by the custom connector.

Usage

The complete paths of all APIs are as follows: https://your-url-here.com/
For Example: https://your-url-here.com/fsi/contacts/{contact_id}/cards/{card_id}/activatio

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Troubleshooting

If you have questions or technical issues, please open a ticket using this form.