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Customer Service TRL TRL 9

Conversational AI for Customer Support

domain Client: Major UK Retail Bank handshake Provider: IBM Watson schedule Deploy: 3+ Years
87 Impact
Enterprise Ready
Evidence Score: 9/10
Strength: Tier 1

Executive Summary

ANALYST: COI RESEARCH

Development of enterprise-grade digital assistant to handle millions of customer interactions via NLP.

rate_review Analyst Verdict

"Mature implementation of conversational AI; continuous training is required to maintain relevance, but deflection rates are proven."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

The bank faced escalating operational costs in its contact centers due to high call volumes, particularly for routine queries like balance checks, address changes, and card locking. Long wait times were negatively impacting customer satisfaction scores (NPS). The bank needed a way to provide 24/7 support and resolve simple issues instantly, freeing up human agents to handle complex, emotionally sensitive interactions that require empathy.

psychology The Solution

The bank developed 'Cora', an enterprise-grade digital assistant built on IBM Watson's natural language processing (NLP) capabilities. Unlike simple rule-based chatbots, Cora was trained on thousands of customer intents to understand natural phrasing and context. The assistant is integrated with backend core banking systems, allowing it to perform authenticated actions (like resetting a password or analyzing spending) rather than just providing generic FAQs. It includes a seamless handover protocol to human agents when sentiment analysis detects frustration.

settings_suggest Technical & Deployment Specs

Integrations
Mobile App, Online Banking
Deployment Model
Hybrid Cloud
Data Classification
Confidential
Estimated TCO / ROI
Ongoing training costs
POC Summary (2017-01-01 to 2017-06-01)

"FAQ bot rollout."

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Reputational Risk Low Seamless handover to human agents

trending_up Impact Trajectory

Audited value realization curve

10M+ Conversations/Year Verified Outcome
Primary KPI40% of Queries Solved Autonomously
Audit Cycle24/7 Availability

policy Compliance & Gov

  • Standards: FCA Consumer Duty
  • Maturity (TRL): TRL 9
  • Evidence Score: 9/10
  • Data Class: Confidential

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 3
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Technical Audit
PDF • Audited
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The "Blind Verification" Protocol

How we verified these outcomes for Major UK Retail Bank without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-341
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-341

Strategic Action Center

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