4-minute fraud case cycle at a regional bank — agentic triage with human-in-the-loop
A regional bank's fraud triage was 22 minutes per case with a rising backlog and inconsistent customer messaging. pronix.ai shipped an Agentforce triage workflow on Financial Services Cloud with Amazon Connect voice — case cycle down to four minutes with a HITL step on every decision.
- Client
- Regional bank, 380 branches
- Industry
- Financial Services
- Platform
- Salesforce Agentforce · Salesforce Financial Services Cloud · Amazon Connect
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
The bank was losing operating leverage to fraud volume and customers were hearing different scripts from different agents. Every automated action had to be reversible, HITL-gated and audit-traceable — regulators had asked pointed questions in the prior exam.
Our approach
Bounded triage scope
Agentforce owned first-pass triage — case classification, evidence pull, customer contact draft — with a mandatory human confirm before any account action.
FSC-native tool layer
Idempotent tools on Financial Services Cloud for case create, evidence attach, customer notification and case status; every write journaled for exam.
Voice-first customer callback
Amazon Connect handled the outbound verify call with pre-populated context; agents spent seconds, not minutes, on setup.
Evaluation harness pre-prod
Golden set of 900 historical cases with LLM-as-judge and analyst spot check; ran on every prompt change before promotion.
“The regulator asked good questions and we had good answers — because every action had a name, a reason and a reviewer on it.”
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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