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How the Customer Care Agent resolves digital banking support issues inside Q2 Console

Financial institution support teams spend too much time switching between systems, pulling audit logs, and manually researching account issues. The Customer Care Agent within Q2 Assistant for Digital Banking brings investigation, resolution guidance, and task execution into Q2 Console so your team resolves issues faster without leaving their workflow. In tracked workflows, support tasks that previously took hours now resolve in seconds to minutes, with performance gains ranging from 6x to 720x.
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How does the Customer Care Agent help support teams investigate issues?

The Customer Care Agent helps support teams quickly understand what is happening, why it is happening, and what to do next by bringing together user activity, system data, and guided resolution steps directly inside Q2 Console. It draws on the workflows, data, and system access your FI already has in place.

Support teams handle requests by asking questions in natural language and receiving clear, contextual answers. The Customer Care Agent surfaces relevant data, explains what is happening, and guides the representative to resolution—all without switching systems. 

See how

What types of support issues does the Customer Care Agent handle?

  • Login failures and account lockouts: Surface the reason for a lockout and the steps to resolve it in a single query
  • Password resets and authentication issues: Verify identity status, review authentication logs, and guide the representative through reset steps
  • Transaction inquiries and account questions: Pull transaction details, posting status, and account balances without navigating to a separate system—reducing research time 6x from 1 hour to about 10 minutes
  • User profile changes and activity review: See recent profile edits, device changes, and session activity in one view—reducing beneficiary access research 120x from 2 hours to 1 minute
  • Audit history retrieval and change tracking: Retrieve a full audit trail for any account action without manual log pulls—reducing fraud activity source research 720x from 6 hours to 30 seconds
“If we can give our teams an AI tool that frees them for higher-value work, we can compete in ways we couldn't before, and that's exactly what Q2 Assistant is helping us do." 
Michael Purifoy
SVP Chief Treasury and Digital Banking Officer

Inform, guide, and act from one agent

From the first question to resolution, the Customer Care Agent retrieves data, recommends responses, and executes service tasks for smoother case handling.

  • inform-icon

    Inform

    Surface account holder data, audit history, and transaction details in seconds so your team has the full picture before saying a word. 

  • guide-icon

    Guide

    Walk representatives through recommended responses and resolution steps so every case is handled consistently, regardless of experience level.

  • act

    Act

    Execute common service tasks through agent-driven capabilities embedded in Q2 Console, from authentication resets to account updates, without leaving the workflow.

  • trust

    Trust

    Every interaction is logged, actions stay within your defined permissions, and your compliance team has full visibility into what the agent did and when.

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Better service economics for your support operation

The Customer Care Agent helps financial institutions do more without adding headcount or changing how your support team runs. And because it operates within Q2's governed platform, your compliance and risk teams have the controls and visibility they need from Day One.

In tracked workflows, the Customer Care Agent delivered 6x to 720x performance improvements, cutting execution times by 83% to 99.9%.

Improve first contact resolution

Help support teams diagnose and resolve issues faster so account holders get answers on the first interaction, reducing callbacks and escalations.

Support tasks that previously required 2 hours of research and escalation now resolve in under 1 minute without escalation (120x faster).

Do more with your existing team

Bring the right data into one place and cut manual research so representatives handle higher case volumes without added staffing or handle time.

Fraud activity source research that took 6 hours now takes 30 seconds, freeing representatives to handle higher case volumes without added headcount.

Deliver more consistent service

Guided responses and recommended resolution steps reduce variability across representatives so every account holder receives the same quality of support.

Workflow comparisons that took 1 hour of manual effort now complete in 2 minutes through guided agent steps (30x faster).

Part of Q2 Assistant, a unified AI experience

The Customer Care Agent operates within Q2 Assistant, Q2's unified AI experience embedded across the Q2 product portfolio. 

Learn more about Q2 Assistant
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FAQ

What is the Customer Care Agent?

The Customer Care Agent is a product-specific AI agent delivered through Q2 Assistant. It helps service teams resolve digital banking issues faster by surfacing account holder information, retrieving audit history, and guiding representatives through resolution steps—all inside Q2 Console. 

Where does the Customer Care Agent work?

It operates within Q2 Assistant for Digital Banking and is accessible through Q2 Console, embedded within your existing support workflows. Your team doesn't need to switch systems, learn a new tool, or change how they work to get value from it.

What types of issues can it help resolve?

The Customer Care Agent supports common digital banking service requests including login failures, password resets, authentication issues, transaction inquiries, user profile changes, and audit history retrieval. It surfaces the relevant data and guides representatives through the steps to reach resolution. 

Does the agent access or share our account holder data?

Your institution's data is encrypted and isolated. It is never shared with other customers or used to train shared models. The agent executes actions only within the roles and permissions your institution has defined, and all interactions are logged for audit and compliance purposes. Your compliance team has full visibility into every action the agent takes.

Does Q2 Assistant make decisions on its own?

No. Q2 Assistant provides information, guidance, and workflow support. Your team remains in control of every decision and action. 

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