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    Case study · Regulated & Compliance-Heavy Workflows

    Banking: Turning digital banking into AI-driven growth

    Led and delivered by founder Kannan Durairaj, prior role. Client identity withheld.

    Challenge

    The bank wanted its digital channels to do more than handle a growing share of customer interactions. It needed to help customers resolve everyday needs, identify relevant product opportunities and reduce avoidable demand on frontline teams. The challenge was to connect customer experience and commercial value without compromising oversight or control.

    Approach

    Bring more connected support into digital channels. A multi-agent assistant was designed to guide customers through selected banking journeys, bringing together service support and relevant product information.

    Make routine service easier. A generative AI service chatbot addressed everyday enquiries, supporting self-service and allowing frontline teams to focus on more complex or sensitive needs.

    Build governance into delivery. The approach paired customer-facing capability with defined operating boundaries and controls for approved product information and disclosures.

    Outcome

    Customers resolve everyday banking needs within supported digital journeys, frontline teams focus on more complex customer needs, and relevant banking products are presented at appropriate points in the customer journey alongside approved product information and disclosures.

    • Customer experience: Customers resolve everyday banking needs within supported digital journeys, reducing the need to visit a branch or call the contact centre.
    • Frontline capacity: Routine enquiries are handled digitally, easing demand on frontline teams so they can focus on more complex customer needs.
    • Commercial value: Relevant banking products are presented at appropriate points in the customer journey, creating opportunities for growth alongside approved product information and disclosures.

    Takeaway

    Design for customer value and operational control together. Define what the assistant can handle, where people remain involved and how success will be measured.