90% customer service automation for a commercial bank with a safe and compliant AI agent ecosystem.
A commercial bank set a goal to improve customer experience by integrating AI capabilities into its chatbot. The challenge was to integrate safe and trustworthy AI that met strict security and compliance standards and fit existing workflows. We delivered a semi-autonomous AI agent ecosystem with knowledge, personal finance, and orchestration agents able to automate 90% customer requests while keeping security and compliance in check.
90%
customer service automation
1k+
requests served simultaneously
A major commercial bank set a goal to hit 90% customer service automation by providing instant, intelligent assistance online. Their legacy rule-based chatbot was good at handling well-defined scenarios, with the restriction that it couldn’t operate outside its scope. Every failed interaction was a risk of losing customers to a competitor with a faster, smarter experience.
The goal was smart, strategic AI adoption. The greatest challenges were inherent in the banking sector’s commonplace security constraints and legacy limitations. They had to ensure their AI services not only fit existing operational workflows but also stay within compliance and regulatory boundaries.
With the high bar in customer experience, our client wanted AI to make their existing chat smarter and its agents more capable on every channel and device while keeping friction zero for customers. Everything had to work within the current user journey, processes and systems without breaking rigid security or quality standards.
We approached the project with gradual fail-safe POCs. First, we found optimization opportunities and connection points on a per-task basis and tested each solution. Then integrated only proven AI services into the live chat.
Here’s what made 90% automation possible:
By integrating custom AI solutions, the client could elevate customer experience and cut operational costs, while staying compliant, secure, and in control.
AI
Banking
Python
Azure
OpenAI
Langfuse
Elasticsearch
MCP
OpenShift
Java
Kafka
Python
Azure
OpenAI
Langfuse
Elasticsearch
MCP
OpenShift
Java
Kafka
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