29% faster handle time for banking agents — real-time guidance and next-best-action
A national bank's agents were navigating a dozen systems and inconsistent policy documents while customers waited. pronix.ai deployed Kore.ai Contact Center AI as a real-time overlay on Genesys Cloud — surfacing next-best-action, policy guidance and auto-summaries grounded on the sanctioned knowledge base.
National bank, 4,500 retail banking agents · Kore.ai Contact Center AI · Genesys Cloud · Salesforce Financial Services Cloud
- Client
- National bank, 4,500 retail banking agents
- Industry
- Financial Services
- Platform
- Kore.ai Contact Center AI · Genesys Cloud · Salesforce Financial Services Cloud
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Agents averaged 4.2 systems per call, after-call work ran over 90 seconds, and new-hire ramp stretched to five months. Supervisors spent most of their week answering repeat 'how do I handle this?' questions instead of coaching.
Our approach
Overlay, not desktop replacement
Deployed Kore.ai Contact Center AI as a sidebar inside the existing Genesys agent desktop — zero retraining on the primary console.
Real-time next-best-action
The assistant surfaced the right policy step, the right disclosure script and the right system shortcut based on live transcript and customer context.
Grounded on sanctioned knowledge
All suggestions came from the approved policy and procedure corpus with citations — no hallucinated rates, no off-script offers.
Auto-summary in FSC shape
Call notes were drafted in the bank's required case format so agents reviewed and submitted, not rewrote.
Compliance guardrails
Sensitive topics such as credit disputes, hardship and fraud hard-routed to a human supervisor before any suggestion appeared.
“Our newer agents sound like our best agents because the guidance is right there in the moment.”
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Genesys Cloud CX programs, delivered and measured
Architect flows, omnichannel routing, Genesys Cloud AI, WEM and CRM integration — delivered in regulated and high-volume environments.
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 →52% tier-1 call containment at a regional bank — conversational AI for everyday banking
Read →81% of card services requests resolved self-service — block, PIN and dispute automation
Read →92 dialog flows migrated with zero client-facing outage at an investment management firm
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.
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