Conversational AI Banking Platform
An enterprise-grade conversational AI platform that handles 4.2 million customer interactions monthly for a top-20 global bank, resolving 78% without human escalation.
Overview
Status: client project. Client details are anonymised under NDA. This page documents the engineering approach and measurable outcomes.
A top-20 global bank needed to modernize customer service across voice, chat and mobile channels while meeting strict regulatory requirements for data residency, audit trails and PII handling. We built a multi-modal conversational platform that understands complex financial queries, executes secure transactions through existing core banking APIs and provides advisors with real-time conversation intelligence — all within a zero-trust architecture deployed across the bank's private cloud.
Problem
The bank's existing IVR and chatbot systems used rigid decision trees that handled only 23% of queries without escalation. Average call center wait times exceeded 14 minutes, driving an NPS of -12. Regulatory constraints required all conversation data to remain within sovereign boundaries, every AI decision to be auditable, and PII to be redacted in real time before reaching any model.
Approach
We built a multi-agent orchestration layer where specialized agents handle distinct domains — account services, lending, fraud disputes, wealth advisory — coordinated by a planning agent that decomposes complex requests. The system integrates with 14 core banking APIs through a secure gateway with field-level encryption. A custom PII detection and redaction pipeline processes conversations in-stream before any data reaches the language models. All interactions are logged with full decision provenance for regulatory audit.
Result
Automated resolution rate climbed from 23% to 78% within four months. Average handling time for escalated calls dropped by 52% thanks to real-time agent-assist summarization. Customer NPS improved from -12 to +34. The platform processes 4.2 million interactions monthly across three languages and has passed two independent regulatory audits without findings.
“The audit trail is the part that convinced our risk team. Every automated decision is explainable, reproducible and reviewable — that is rarer than it should be in this category.”
Ingrid Halvorsen
Head of Digital Channels · Top-20 global bank