Technologies:
Case study: Implementing an AI agent in the mobile and web applications of a large bank
Project challenges
A large bank faced a growing number of support requests, which led to longer wait times for responses and lower customer satisfaction. The bank decided to implement an AI agent to automate the processing of routine requests and relieve the support department.
Solution
Our company developed and implemented an AI agent for the bank’s mobile app and website. The agent was trained on a large volume of data, including support interaction history, and is capable of handling various types of requests:
01 Information about tariffs and services
02 Assistance with transactions
03 Answers to general questions about the bank’s operations and products
04 Data analytics on user spending
The AI agent is integrated with the bank’s systems, allowing it to access up-to-date information and provide customers with accurate responses. To improve the accuracy and relevance of responses, the agent uses machine learning algorithms and natural language processing.
To ensure security and compliance with regulatory requirements, all operations requiring confirmation from support staff undergo additional verification. This allows maintaining control over important processes and protecting the interests of the bank and its customers.
To ensure security and compliance with regulatory requirements, all operations requiring confirmation from support staff undergo additional verification. This allows maintaining control over important processes and protecting the interests of the bank and its customers.
Results
Implementing the AI agent allowed the bank to achieve the following results.
results:
Support department relief
The agent automatically processes up to 70% of routine requests, allowing employees to focus on more complex tasks.
Increased customer satisfaction
Customers receive quick and accurate answers to their questions, improving their experience with the bank.
Faster request processing
Automating the processing of routine requests has reduced response times several times.
Improved service quality
The AI agent provides customers with detailed and comprehensive answers, helping them better understand the bank’s products and services.
This case study demonstrates how implementing AI technologies can help a bank improve customer service, increase operational efficiency, and reduce support costs.
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