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"Voice AI Customer Support for Financial Services"
TL;DR: Trace builds voice AI agents to handle customer support for fintechs and banks. Beyond answering generic questions, their AI agents can actually take actions like "replace my card" or "dispute this charge" while maintaining human-like conversation.
Founded by Saner Cakir, Yash Pansari & Kayla Lee
Ex Stanford/Berkeley researchers, specialized in building reliable AI solutions for high-stakes applications. Saner (CEO) built an AI copilot that helped UCSF cardiothoracic surgeons save real lives. Yash (CTO) was a quant researcher at Optiver and Goldman Sachs, where he enabled millions in annual profitability with his high frequency trading strategies. Kayla (COO @ Trace) did her bachelor’s and master’s in CS at UC Berkeley, where she led groundbreaking NLP research under Professor Dan Klein. Kayla was also a national-level athlete in fencing and lacrosse — her unwavering perseverance and laser focus have become core values of Trace.
Problem
Customer service is one of the largest operational spends across banks (15% opex), insurance (40% opex), and fintechs. However, call centers offer inconsistent service quality despite the cost.
Existing AI solutions only read off of public documents and deflect the user — they can’t access account-specific data or take actions like human agents would. In financial services, this causes extreme user frustration.
Solution
Trace AI agents securely integrate with core systems to offer instant, 24/7 resolution over the phone. So far, they achieve 95% end-to-end resolution of calls across quoting, card applications, transaction tracking, and more — all while following policy and never leaking sensitive data. With under 0.2s time to first token, they are also optimized for seamless interactions over voice.
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