Commercial bank uplifts customer experience with AI agents

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: 

• Semi-autonomous agent ecosystem with KMS RAG agent handling knowledge search, personal finance agent managing everyday banking tasks, and orchestration agents coordinating complex AI workflows.
• AI data access boundaries and service permissions keep operations secure.
• Strategic anonymization maximizes both security and speed so customers can use the chat safely without frustrating wait times.
• Hybrid infrastructure bridges on-prem security and integrated cloud AI services for reliable performance and scalability.
• Intent recognition based on custom SLM allows the chat to precisely identify and instantly respond to 150+ common customer requests.
• Complete AI observability provides cost control and real-time monitoring of how AI uses services and tokens and performs across all customer interactions.
• Multi-layer orchestration prevents costly errors by coordinating optimal solution paths for agentic workflows. 

By integrating custom AI solutions, the client could elevate customer experience and cut operational costs, while staying compliant, secure, and in control.