Retail banking self-service at a regional bank — conversational AI across servicing journeys
A regional bank wanted to move balance, transfer, card-controls and dispute-intake calls to self-service without hurting NPS or falling out of FFIEC posture. pronix.ai deployed Kore.ai Agent Platform on voice and mobile — 36% containment and clean audit.
Regional bank, 2.3M retail customers · Kore.ai Agent Platform · Amazon Connect · Fiserv DNA
- Client
- Regional bank, 2.3M retail customers
- Industry
- Financial Services
- Platform
- Kore.ai Agent Platform · Amazon Connect · Fiserv DNA
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Retail servicing was 62% of contact volume with four repetitive intents. Prior IVR self-service capped at 14% containment. FFIEC and enterprise-security posture meant every new self-service intent had to be reviewed for authentication rigor and dispute-window handling.
Our approach
Strong-auth first
Voice biometrics with device-signal step-up, KBA fallback, and hard escalation on any dispute involving fraud — never a self-serve path around a fraud claim.
Core banking tool layer
Idempotent tool calls into Fiserv DNA for balances, transfers and card controls with full audit journaling.
Dispute intake as guided form
Bot captured structured dispute intake to Reg E timing, then handed to a specialist queue with all fields pre-filled — cut intake AHT in half.
Model risk management pack
Documented prompts, evaluation harness and change-log delivered to model risk before go-live — approved in one cycle.
Take this case study into your next steering committee.
One page: the business problem, the solution, the technical architecture and the measured outcomes — sized to drop straight into a board pack. Share your work email to unlock it; one form unlocks every gated download on this site.
Board-ready briefs covering the platform and industry behind this program. Free with a work email.
Five9 programs, delivered and measured
Five9 implementations, migrations and AI layering across financial services and regulated floors — including platform moves in both directions.
Brief details →Kore.ai programs, delivered and measured
Agent Platform virtual agents, Contact Center AI agent assist and Search AI grounding — deployed on regulated healthcare, banking and retail floors.
Brief details →AI for servicing, fraud, disputes, collections and wealth ops
Regulated financial workflows automated with model-risk governance mapped to your SR 11-7 framework — not bolted on afterwards.
Brief details →92 dialog flows migrated with zero client-facing outage at an investment management firm
Read →41% self-service containment for a national retailer — order status and returns on conversational AI
Read →AI for HR — conversational AI for employee self-service at a Fortune 500
Read →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.
AWS, Salesforce, Microsoft, NICE, Genesys, Kore.ai, Google, ServiceNow, Amazon Connect and logos referenced on this site are trademarks of their respective owners. References are for descriptive purposes only and do not imply endorsement, sponsorship or partnership beyond stated partner relationships. See our Disclosures.
Talk to the team that shipped it.
Book a working session with a pronix.ai lead on this practice — we'll map the approach to your platform, industry and constraints.
Want a similar programme in your environment?
Four fields. Tell us the outcome and timeline, and the lead for this industry replies with indicative scope, team shape and commercial options.
industryFinancial Services — routed to this team