A summary of what we learned about Netwealth's support operation from our intro call, and where the conversation goes next: a voice-first demo built on your public knowledge base.
A Melbourne-based platform that has scaled from 180 to close to 1,000 staff. The majority of support interactions come through the adviser channel, and advisers favour the phone.
Advisers manage on behalf of their clients and call in directly. It is an older cohort that likes to talk, so the phone line carries the bulk of the load. It is also the most expensive line to service.
A single inbound number (plus a 1800 line for overseas) presents five menu options, then routes to the agent who handles that inquiry type. Zendesk sits behind it as the servicing application.
End of financial year drives June and July far above the BAU baseline, and different events trigger spikes through the year. Adding headcount to absorb every peak does not scale.
A basic AI messaging agent went live in the last couple of months, handling unauthenticated how-to questions off an internal knowledge base and handing off when it cannot answer. Voice is the next, bigger step.
Each theme came directly from your account of the day-to-day. The appetite is high and the exec wants to move at pace.
Volumes are high and growing, and the goal is to keep servicing quality up and queues down. Piling on people to maintain that as the platform scales is not sustainable.
The first phase is a tier-0 layer: solve the simple, repetitive inquiries and hand over to humans where it makes sense. Keep the human team focused on complex, higher-value work.
"Press 1 for this, press 2 for that" is the modernisation target. An intelligent assistant that asks what you need, solves it where it can, and routes the rest is the entry point.
You have seen strong voice AI outside financial services and want something comparable, but for a regulated market. A poor voice experience is a non-starter; this is an explicit decision criterion.
In priority order, drawn from the call. The demo on the 25th builds the first two end to end.
Replace the five-option menu with a natural-language assistant: "I'm the Netwealth assistant, what can I help you with?" Solve the simple inquiry on the spot, route or hand off the rest to the right team.
Walk an adviser through account application steps using Netwealth's public knowledge base. A clean, common, high-volume how-to that is ideal low-hanging fruit for voice.
"I'm getting an error setting up an application." Resolve the common cases the same way a front-line agent would, before they reach a person.
The moment an inquiry moves toward investment specifics or genuine complexity, hand to a human, with context already gathered so the agent hits the ground running.
No rip-and-replace. The agent takes a seat alongside your team in Zendesk and runs on your existing Twilio telephony. Both are clean connections for us.
No financial advice, ever. Escalate on request, on sensitive topics, and on signals of financial distress or potential fraud. Controls your risk and legal teams can get comfortable with.
Six things we bring that map directly to what you described on the call.
Low-latency, natural voice that does not feel robotic, with an Australian voice for your advisers. This is the bar you set, and it is where we focus.
We focus on financial services and healthcare because the nuances and controls matter. Guardrails and message checks come ready to go, so the agent never says what it shouldn't.
Zendesk is a native integration and Twilio is a partner of ours. The agent reads and writes in Zendesk and runs on your telephony, with no platform rebuild on your side.
Operating procedures, knowledge base, and systems and data. We replicate how your human team works and tune each block to Netwealth's policies, terminology, and products.
Begin with the intelligent IVR, account opening, and troubleshooting. Adding richer skills later, including signals around retention and platform adoption, is straightforward when you are ready.
Netwealth's monthly volumes sit comfortably inside our thresholds, including peaks. We work with regulated platforms like Airwallex and Latitude and are happy to walk your team through the underlying infrastructure.
Things we would rather confirm with your team than assume.
The intelligent IVR should mirror your existing routing map so nothing falls through. We would like the five menu options and where each currently lands, so the demo reflects how calls actually flow today.
You flagged bringing someone from risk to the demo to save answering questions later. Tell us what they most want comfort on, and we will lead with the guardrails, audit trail, and escalation behaviour that address it directly.
Account application errors came up as a common one. If there are two or three recurring errors that eat the most front-line time, naming them lets us show the agent resolving the cases that matter most.
Tier-0 and routing for the first phase, with anything touching investment advice handed straight to a person. We will confirm the precise boundary so the handoff feels right to your advisers and your compliance team.
The 25th is focused on voice. When you are ready to look at the omnichannel picture, the same agent and the same workflows extend to chat and email without a second build.