Oct 05, 2026
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Completed
Scaling Banking Customer Service with an AI-Powered Copilot
$100,000+
4-6 months
Singapore
6-9
Service categories
Service Lines
Artificial Intelligence
Domain focus
Banking & Financial Services
Subcategories
Artificial Intelligence
AI Integration
Challenge
- Rising cost-to-serve: Growing digital interaction volumes increased workload and made linear headcount expansion difficult to sustain.
- Fragmented service knowledge: Product information, policies, procedures and service guidance were distributed across multiple sources.
- High repetitive workload: Skilled agents spent significant time handling common inquiries, searching for information and routing requests.
- Limited contextual automation: Rule-based chatbots could handle predefined journeys but struggled with natural-language inquiries and exceptions.
- Rising cost-to-serve: Growing digital interaction volumes increased workload and made linear headcount expansion difficult to sustain.
- Fragmented service knowledge: Product information, policies, procedures and service guidance were distributed across multiple sources.
- High repetitive workload: Skilled agents spent significant time handling common inquiries, searching for information and routing requests.
- Limited contextual automation: Rule-based chatbots could handle predefined journeys but struggled with natural-language inquiries and exceptions.
Solution
- Built an AI-powered service layer with an agent copilot, RAG, NLP, workflow automation, and enterprise-system integration.
- Automated request classification, routing, and contextual escalation while keeping human oversight.
- Built an AI-powered service layer with an agent copilot, RAG, NLP, workflow automation, and enterprise-system integration.
- Automated request classification, routing, and contextual escalation while keeping human oversight.
Results
- ~25% lower average handling time for AI-assisted enquiries.
- ~40% less knowledge-search effort and ~30% less repetitive manual work.
- ~20% higher capacity for eligible enquiries without proportional headcount growth.
- ~25% lower average handling time for AI-assisted enquiries.
- ~40% less knowledge-search effort and ~30% less repetitive manual work.
- ~20% higher capacity for eligible enquiries without proportional headcount growth.