92 dialog flows migrated with zero client-facing outage at an investment management firm
An investment management firm needed off Five9 IVA before a licensing cliff and wanted its 92 dialog flows on Kore.ai Agent Platform without disturbing SEC/FINRA-audited call recording or advisor workflows. pronix.ai migrated in 14 weeks with zero client-facing outage.
- Client
- Investment management firm, $180B AUM
- Industry
- Financial Services
- Platform
- Kore.ai Agent Platform · Genesys Cloud · Salesforce Financial Services Cloud
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
92 Five9 IVA flows, three of them tied to advisor identity verification and trade-status inquiries with hard SEC/FINRA recording requirements. Any drop in call-recording coverage or authentication rigor would trigger a mandatory disclosure.
Our approach
Flow inventory and consolidation
Cut the 92 flows to 61 through consolidation, then rebuilt them on Kore.ai Agent Platform with shared components — fewer surfaces for compliance to review.
Recording continuity as a P0
Dual-recording bridge during the cutover window so no interaction ever lacked a compliant recording, even mid-migration.
Advisor authentication uplift
Replaced knowledge-based auth with voice biometrics plus KBA fallback — cut authentication AHT by 45 seconds and eliminated the recurring false-reject complaint.
Regulator-ready runbook
Delivered a change-management pack aligned to SEC Rule 17a-4 retention — reviewed by compliance before, not after.
Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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