At FTT AI Transformation last month, we sat down with Dana Muntean, FinServ GTM Lead, ElevenLabs, to discuss about one of the most important shifts happening in financial services today: the move toward AI agents that are not only intelligent, but also trustworthy, compliant, and genuinely helpful. In an industry where every interaction matters, the challenge is no longer just answering questions quickly, it is doing so in a way that respects policy, protects customers, and reflects the tone and values of the brand.
What makes ElevenLabs stand out is its ability to combine structured, deterministic workflows with a more human customer experience. Dana shared how financial services firms need AI agents that follow clear rules, stay within established guardrails, and provide a transparent audit trail, all while delivering responses that sound natural and empathetic. That matters in banking, insurance, and other regulated environments, where trust is built not just through accuracy, but through consistency, transparency, and a tone that reassures customers they are being heard.
A major opportunity for financial services lies in not only consolidating policies and guidance, but also capturing the deep expertise that already exists within their organisations. As Dana notes, many organisations rely on trusted subject matter experts in call centers, the person that colleagues turn to for answers on savings, mortgages, and other financial products. The challenge is to translate that knowledge into AI agents that can handle routine enquiries more efficiently, reducing waiting times, and delivering quicker resolution, while reserving human expertise for the more complex and nuanced conversations where it is most valuable.
Watch the full video to hear the conversation with Dana Muntean:
Join us at the next FTT AI Transformation to hear more in depth discussions about the growing us of AI agents across the financial services industry on the 9th – 10th November at The Brewery, London.
