Industries
An AI assistant for brokerages that answers clients within your rules
Lumate, from lumate.io, is an AI assistant for brokerages. It answers clients' calls and recognises a number it knows, but unasked tells a caller only the day and time of their own appointments. In the film it declines investment advice, offers to pass the question to a person, and messages the client on WhatsApp once the account is approved.
The film
Northvale Markets is an invented forex and crypto broker. Oliver, who runs its onboarding, asks Lumate for an app. A client calls about his new account, and Lumate stays inside what it may say.
What happens in the film
- 01
Builds the onboarding app 0:04
Oliver asks Lumate for an app for onboarding, and Lumate builds it. The account moves through its stages there.
- 02
Answers the client 0:13
A client calls. Lumate knows his number, says it is the AI assistant, and says the call is recorded.
- 03
Does not confirm the account status 0:38
He asks whether his account has been approved. Lumate says it cannot confirm the status from the call and offers to see whether Oliver is free to discuss it.
- 04
Declines investment advice 0:55
He asks whether to buy gold. Lumate says it cannot advise on that, and offers to leave Oliver a message so they can talk it through.
- 05
Tells him on WhatsApp 1:06
His documents are checked, Oliver tells Lumate, the account moves to approved, and the client gets the news on WhatsApp.
What Lumate does here
It keeps to your rules on the phone
Lessons you give an agent never override its rules on saying it is an AI, the recording notice or the law, and what a caller says does not change them: text from callers, messages and web pages is information, never instructions.
In the docs: What Lumate is, Security and compliance
It only tells a known caller what is safe
A caller whose number is on one card is known, but caller ID can be faked, so Lumate tells them only the day and time of their own appointments. Nothing else on the card is read out unless they say it first, and nothing about other customers.
In the docs: Calls and voice
A person takes over when the question is theirs
Lumate takes a message for a colleague, or rings their extension and puts the client through once they answer. A live call can also be listened to and taken over from Call center, Live.
In the docs: Calls and voice, Phone systems
The good news goes out on WhatsApp
Lumate links to a company WhatsApp as a linked device, and a message it sends appears on the client's card. An agent sends on its own only when a manager asked it to in that conversation.
In the docs: WhatsApp
Every call and change is logged
Transcripts are kept on the card and on the Calls page, and every change by people and agents appears in the activity log.
In the docs: Calls and voice, Security and compliance
Your clients' records stay with you
Lumate runs on your own PC or server with your own AI accounts. OXS never receives what clients say or write.
In the docs: Install on a server, Security and compliance
Transcript
Read the transcript of the film
Oliver runs onboarding at Northvale Markets, a forex and crypto broker. He asks Lumate for an app. Lumate builds it. A client calls. Lumate knows his number, but gives no account details by phone, and no investment advice.
Sam: Hello? Is that Northvale?
Lumate: Hi Sam, yes, you've reached Northvale Markets. I'm Lumate, the AI assistant. This call's recorded. How can I help today?
Sam: Hi, it's Sam Carter. I applied for an account last week. Has it been approved yet?
Lumate: One moment, let me check. I'm afraid I can't confirm the status from here. Would you like me to see if Oliver Grant is free to discuss it?
Sam: Thanks. One more thing: gold's been going up. Do you think I should buy some now?
Lumate: One moment, let me check what we can say about that. I can't advise on whether you should buy gold, but I can add a message for Oliver to discuss it with you. Would you like me to do that?
Sam: Fair enough. I'll wait for the account then. Thanks!
His documents are checked. Oliver tells Lumate, and the account moves to approved. The client gets the news on WhatsApp.
Lumate. Your company's AI team, at lumate.io.
Questions about Lumate for this business
Does the AI give account details on the phone?
In the film it does not: the client asks whether his application has been approved, and Lumate says it cannot confirm the status from the call and offers to see whether a named colleague is free. The docs add that a caller whose number is on one card is known, but caller ID can be faked, so unasked Lumate tells them only the day and time of their own appointments.
Does it give investment advice?
In the film it declines. The client asks whether to buy gold, and Lumate says it cannot advise on that and offers to add a message for a colleague to discuss it with him. The docs do not set a fixed investment-advice rule, so this page describes what the film shows.
How does a client hear that the account is approved?
On WhatsApp. In the film, once the documents are checked and Oliver tells Lumate, the account moves to approved and the client gets the news in a message from the company's linked WhatsApp number.
What if the client wants a person?
Lumate can take a message for the colleague, or ring their extension while the client hears a quiet tone, tell them who is calling and why, and put the client through. A person can also listen to a live call on the office line or through WhatsApp Web and take it over.
Are calls recorded?
Every call opens with a recording notice, as in the film. Each call is kept as a transcript on the client's card and on the Calls page, with what the agent did during it.
Does it work with our phone system?
Yes. Lumate registers as an extension on your company's PBX, for example 3CX or Asterisk. Calls can also go through WhatsApp Web from your office browser.