Knab & AssistYou: Building Trustworthy and Transparent AI in Customer Contact
In financial services, innovation only works when trust, clarity, and regulation guide every step. Since 2021, Knab and AssistYou have been working together on a careful journey to introduce Voice AI and Speech Analytics in a way that strengthens both compliance and customer experience. The goal has always been simple. Make customer contact smarter and more consistent without ever compromising privacy or transparency.
At the Frankwatching Conversational Conference 2024 in Utrecht, Knab shared how they introduced Speech Analytics and AI agents responsibly. The focus was not on speed or automation but on making every step explainable, auditable, and aligned with the standards of a regulated banking environment.
A careful and transparent introduction of AI
Rather than building an entirely new governance model, AssistYou helped Knab understand exactly how Voice AI and Speech Analytics work underneath the surface. This clarity allowed Knab to develop its own internal framework based on verified information instead of assumptions.
Together, we worked through topics such as:
• how the Speech Analytics models function
• how enrichments like summaries are generated without containing PII
• how insights are reviewed and validated
• how the system aligns with Knab’s rules for data retention and privacy
• who inside the organisation receives access and with which controls
This approach ensured that Knab always saw what happened to their data and how the AI agent interpreted conversations. For the financial sector, this level of transparency is not a nice to have. It is a requirement.
Privacy and access control at the core
For Knab, privacy is not just a technical setting. It is a design principle. Customer recordings are analysed, but personal data is never included in the enrichments that teams work with. Access to insights is given only to the people who need it, and every dataset can be downloaded and presented safely inside the organisation.
This combination of controlled access and privacy-by-design makes insights easy to share without creating risk. Teams in operations, quality, and product development can work with the same data and speak the same language.
What Knab gains from Voice AI and Speech Analytics
Knab uses Speech Analytics to better understand the real voice of the customer. The results support multiple teams across the organisation.
• minutes saved per call thanks to automatic conversation summarisation
• clearer insight into sentiment, call drivers, and customer needs
• better coordination between service teams, product owners, and CX strategists
These insights help team leaders run performance dialogues, give product teams a clearer view of customer expectations, and provide the organisation with data rather than assumptions.
A partnership growing step by step since 2021
The collaboration between Knab and AssistYou began in 2021 and has grown gradually. Every new step was only taken once the previous one was fully validated. This phased approach created mutual trust and ensured AI adoption always aligned with Knab’s internal standards.
During onboarding, AssistYou supported Knab with:
• transparent documentation
• clear explanations of model behaviour
• support in aligning data handling with internal privacy guidelines
• a structured path to introduce new insights and use cases
This steady journey set the foundation for responsible innovation and allowed Knab to explore new possibilities at their own pace.
Looking ahead
Knab continues to explore how Voice AI and AI agents can contribute to better service and more efficient operations. The shared goal is not automation for its own sake. It is to create customer contact where every interaction is clear, helpful, and aligned with the values of the bank.
