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.
- 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.
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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