52% tier-1 call containment at a regional bank — conversational AI for everyday banking
A regional bank's contact center was drowning in balance inquiries, transfers, payment questions and statement requests. pronix.ai deployed a Kore.ai Agent Platform virtual assistant on voice and chat with secure authentication and core-banking integrations — 52% tier-1 containment and a materially better customer experience.
- Client
- Regional US bank, 1.2M retail customers
- Industry
- Financial Services
- Platform
- Kore.ai Agent Platform · Amazon Connect · Salesforce Financial Services Cloud
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Sixty-two percent of inbound contacts were ten routine intents — balance, transfers, bill pay, statement requests, account updates and branch hours. The legacy IVR contained only 11% end-to-end, and the old chatbot gave inconsistent answers that drove customers to call anyway.
Our approach
Bounded intent scope, high-fidelity flows
Shipped the top ten retail banking intents first on Kore.ai Agent Platform with explicit confirmation patterns and disambiguation — no open-ended 'ask anything' promises.
Voice + chat from one authoring surface
Same bot flow served Amazon Connect voice and the mobile banking chat — one knowledge base, one review cycle, one compliance sign-off.
Secure authentication layer
Voice biometrics plus account PIN fallback, with PII masked on every prompt and strict topic-scope guardrails on financial advice.
Core-banking tool integration
Idempotent tools into the core banking platform and Salesforce Financial Services Cloud for real-time balances, transfers, payment status and statement delivery.
Warm handoff with full context
Every escalation carried the customer's authenticated identity, intent and attempted self-service path to the agent — no repetition.
“The containment number matters, but the real win is that customers stopped dreading the IVR.”
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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