Bank branch advisors: the client conversation
A client comes in for one thing, and the conversation decides whether they leave with trust or with a leaflet. It can be practised aloud.
This page describes training: practising a call with an AI client. DIRI AI does not evaluate employees, and the outcome of a call is not a basis for decisions about people.
The situation: the client came for something else
The client wants to solve one narrow matter, such as a card, a transfer or a mortgage question. They are not expecting an offer, and they notice quickly when a conversation turns into selling.
- The client comes about a card and the advisor knows they could mention a savings option.
- The client says that the bank at the other end of the street offered them something better.
- A couple asks about financing a home and has not decided how much they can afford to commit.
Typical mistakes
An advisor under pressure to offer something can overlook what the client actually asked.
- Offering an extra product before the original request is solved.
- Using internal product names and terms the client does not understand.
- Asking about the client's finances without saying why the question matters.
- Presenting only the benefits and leaving out fees, conditions or the client's obligations.
- Ending without a concrete next step, such as a second meeting, documents to bring or a call-back date.
How you practise it in DIRI AI
The AI client plays a person who came to the branch and reacts to what you actually say. Do not put real account numbers or personal data into a scenario.
- Write your own scenario: the reason for the visit, the client's situation and what they are afraid of.
- Set the difficulty and the client type, for example in a hurry or sceptical of the bank.
- Practise solving the request first, then one honest question about a further need.
- In the report after the call you will see quoted moments and one recommended change.
- Repeat the call with a different transition and compare your attempts.
A sample from practice
A client has come to replace a lost card and is in a hurry.
- You
- Good afternoon. I will block the old card and order the new one now, it will take a few minutes. Shall I confirm where the new card should be sent?
- AI client
- To my home address. I need to be quick, I have a meeting in half an hour.
- You
- Done, the card is on its way. One question, only if you have a minute: are you putting something aside regularly at the moment, or would you like to hear one option another time?
- AI client
- I am not now. I do not want to be sold anything today.
- You
- Understood, nothing today. I will note that you may hear from us on Friday morning if that suits you. Would you rather I wrote to you instead of phoning?
- AI client
- Write to me, that is better.
This example is fictional. It is not a transcript of a real call and not a sample of an evaluation output.
Frequently asked questions
Is the practice meant for bank branches only?
No. The same conversations come up at savings banks, credit unions and financial advisory firms. You describe your own situation and terms in the scenario.
Does the AI client know our products, fees and conditions?
No. You describe them in your own scenario. The practice is about how you conduct the conversation.
Does practice replace compliance training or the rules of my bank?
No. It does not check legal or compliance requirements. You practise the conversation and keep following the rules of your bank.
Is the score a basis for evaluating staff?
No. The score is for training. It is neither designed nor validated as a basis for decisions about employees.
Can I train in other languages too?
Yes, in Czech, Slovak, Polish, German, English, Spanish, Portuguese, Italian, French, Romanian and Hungarian. Scores for calls outside Czech are marked as preliminary.
Learn: guides for this situation
Free tools for this situation
Practise a branch conversation today
Describe a client's visit, try the move from their request to a question about a need and read which sentence to change. Free plan: 3 voice calls a month, up to 5 minutes each.