When you’re running your own business, every minute counts. Whether it’s a late night worry about a pending transaction, or a Sunday afternoon question about an invoice, we want to make sure you have access to answers quickly.
That’s why we’re introducing Maia, our AI-support assistant that’s available 24/7 for your general queries. While our dedicated support team is around seven days a week, 8am - 8pm, (or 9am-5pm on weekends and Bank Holidays) Maia is always available for any quick queries you might have.
Why Maia?
Sometimes you have a question that needs a quick answer, like: "How do I find my account details?", "How do I export my tax summary?", or "Can I use my card abroad?".
Maia has been built specifically to handle these general queries instantly. No queues, no waiting for an agent to come online – just the answers you need, right when you need them.
Your data is in safe hands
While Maia is powered by cutting-edge Generative AI, it’s designed to understand Mettle. It draws answers exclusively from our trusted knowledge base rather than sourcing information from the open internet or to train external AI models.
Maia operates within a "closed-loop" system. Anything you share with Maia stays within our secure environment, ensuring your information remains private and protected.
You can also opt-out of using the Maia chat-bot at any time, by:
Simply message "Opt out of AI" or "I don't want to use AI" in the chat.
Maia will ask you to confirm your request. Please follow the prompt to finalise your decision.
You’ll receive a message confirming that you’ve successfully opted out.
The next time you start a chat, you will be directed to our standard chatbot rather than Maia. If you wish to use Maia’s instant support again in the future, simply type "Opt in to AI."
You can also read our FAQ on this for more information here.
The same Mettle (with a bit more muscle)
We know what you’re thinking: "I don't want to be stuck talking to a robot." We hear you.
Maia isn’t here to replace our team; it's here to clear the way for them. By answering the simple stuff instantly, Maia ensures that our support team has more time to focus on the complex, human problems that require a personal touch.
How it works:
Open the Help section in your Mettle app.
Type your question as you normally would.
Maia will provide an instant answer or guide you to the right tool in the app.
What if Maia doesn’t have the answer?
Maia is smart, but it’s still learning. If your query is a bit more complicated, or if you simply prefer to speak to a person, you can be passed through to our support team at any time by simply typing "I need to speak to someone". You’re never stuck with the bot.
You can also read our FAQ on this for more information here.
Explore more
Want to dive deeper into how we use AI or have more questions about your account? You can find our dedicated FAQ pages here: [insert link]
At Mettle, our goal is to build a bank that works as hard as you do. With Maia in your pocket, we’re making sure that getting help is the easiest part of your workday.
Want to try it out? Head to the 'Help' tab in your app and say hello.
