How do robo-advisors use custom actions in support?

Custom actions turn a chat agent from a question-answerer into a doer. For robo-advisors, that means the AI agent can pull account data, submit forms, or trigger portfolio changes directly within the conversation. The agent is grounded in the robo-advisor’s own knowledge base, so it knows exactly which documents, policies, and steps apply before executing an action.

When a customer types “rebalance my portfolio to 60/40” or “send me my last quarter tax statement,” the AI agent:

1. Understands the intent using the knowledge base’s context on procedures and compliance.
2. Gathers the required information through clarifying questions (e.g., account confirmation).
3. Calls a custom action that connects to the robo-advisor’s internal systems.
4. Confirms the completed action back to the customer, all without leaving the chat.

This approach eliminates repetitive support tickets and keeps customer interactions fast and accurate. The agent stays within brand voice and regulatory boundaries because every response is rooted in the robo-advisor’s own help content.

• Account updates – Change risk tolerance, update beneficiary details, or adjust recurring deposit amounts right from the widget.
• Document retrieval – Fetch and deliver account statements, tax forms, or performance reports on demand.
• Action confirmations – Confirm trade executions, dividend reinvestment elections, or withdrawal statuses.
• Onboarding steps – Guide new clients through ID verification, funding, and goal-setting workflows, collecting data and triggering the next system step automatically.

Every use case replaces a chain of emails or phone calls with a single automated interaction, reducing wait times and freeing support staff.

With Chatref, robo-advisors upload their policy docs, FAQs, and procedure guides to build an AI agent that knows the business. Then, custom actions are configured to connect the agent to the advisor’s backend (e.g., trading engine, document store). The knowledge base ensures the agent only triggers actions in the right context. No more guessing, no more off-brand answers.

How can robo-advisors automate support tasks?

Robo-advisors can automate support tasks by deploying AI agents equipped with custom actions. The agent answers routine questions from a knowledge base and completes process-heavy requests like account adjustments or document generation by calling internal tools directly. This automates the full resolution, not just the reply.

What are the best use cases for custom actions in robo-advisors?

The best use cases for robo-advisor custom actions include updating account preferences, retrieving financial documents, confirming transaction statuses, and handling onboarding steps. Any task that follows a repeatable, rule-based process is a strong candidate for chat-based automation.

How do robo-advisors integrate custom actions with support?

Robo-advisors integrate custom actions by connecting their AI agent to backend systems through a tool-calling layer. In Chatref, you upload your support content to ground the agent, then map custom actions to your APIs. The agent uses the knowledge base to decide when and how to trigger each action, ensuring safe, compliant customer interactions.