Need a quick answer outside of business hours? Hilla is Holvi’s virtual assistant, available 24/7 to give you instant support.
Think of Hilla as a knowledgeable Holvi expert. She hasn't just memorised every article in our Help Center; she is also trained on the ins and outs of our products and common banking scenarios. While she doesn't replace our human support team, she uses this deep knowledge to help you navigate Holvi faster.
What can Hilla do for you?
Hilla is great at finding processes, explaining features, and troubleshooting technical glitches. She’s designed to help you find your way around the platform and answer common questions. Think of her as your first stop for information and navigation.
Ask her for help with things like:
- Locating features: If you’re not sure where a specific tool is, Hilla can point you in the right direction.
- Platform how-tos: Get summaries and links to help articles on how to complete your daily tasks.
- General account inquiries: Get quick answers regarding your plan details, settings, and standard procedures.
- Initial troubleshooting: Hilla can walk you through the first steps of resolving common technical or login issues.
Not to worry – if Hilla can’t help, you always have the option to be escalated to a human instead!
Important note: Hilla does not have access to your personal bank account, balance, or specific transaction history. She understands how Holvi works generally, but she cannot see your specific money or account status.
Our approach to using AI responsibly
At Holvi, we believe AI should support people, not replace them. We strictly limit our use of AI to areas that add real value - like fraud monitoring and simplifying manual work - while ensuring humans always remain in the loop. Most importantly, we prioritise your privacy and never use customer data to train external AI models. Read our full approach to using AI responsibly.
How to get the best results
Hilla is smart, but she works best when you give her context. Try to ask full questions rather than typing single keywords.
| Instead of… | Try saying… |
|---|---|
| “Card” | “How do I order a new card?” |
| “Error” | “I’m getting an error when I try to log in.” |
| “Invoice” | “How do I credit an invoice?” |
Need a human? We’re right here.
Sometimes you just need to talk to a person.
If Hilla can't answer your question, if your issue is complex, or if you’d just prefer to talk to a human:
- Ask to be transferred: Simply type "Talk to an agent" in the chat.
- We keep the context: Your chat history with Hilla is automatically passed to our support team, so you don't have to repeat your problem twice.
Prefer to skip the bot entirely? No problem. Our support agents are ready to assist via email, messaging, and phone during business hours. Click here for the best ways to reach us.