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Banking verified Verified Outcome TRL 9

AI Agent Assist & Knowledge Discovery

domain Client: US Regional Bank handshake Provider: IBM Watson schedule Deploy: 2019-2023
85 Impact
Enterprise Ready
Evidence Score: 4/10
Strength: Medium

Executive Summary

ANALYST: COI RESEARCH

The bank deployed IBM Watson to provide real-time assistance to contact center agents, analyzing customer intent to surface relevant knowledge base articles.

rate_review Analyst Verdict

"An early but effective AI adoption case focused on augmentation rather than replacement. By helping agents find answers faster, the bank improves both operational metrics and employee satisfaction."

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

warning The Challenge

Contact center agents faced high turnover and long training ramp-up times. When on calls, they had to navigate complex, fragmented knowledge bases to find answers for customer queries, leading to long hold times and inconsistent information being provided to clients.

psychology The Solution

The institution implemented an AI-powered 'Agent Assist' solution using Watson Discovery. The system listens to the live conversation, transcribe the audio in real-time, and automatically retrieves relevant policy documents or answers from the internal knowledge base, displaying them on the agent's screen instantly.

settings_suggest Technical & Deployment Specs

Integrations
Agent Desktop
Deployment Model
Cloud
Data Classification
PII/Voice
Estimated TCO / ROI
Medium
POC Summary ( to )

"N/A"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Transcription Accuracy Low Model tuning

trending_up Impact Trajectory

Audited value realization curve

Reduction in average handle time (AHT) Verified Outcome
Primary KPIReduction in new hire training time
Audit CycleImproved first contact resolution

policy Compliance & Gov

  • Standards: US Consumer Regs
  • Maturity (TRL): 9
  • Evidence Score: 4/10
  • Data Class: PII/Voice

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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Security Architecture

The "Blind Verification" Protocol

How we verified these outcomes for US Regional Bank without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-400
Evidence: Direct SQL Logs
Public
public

2. Verified Asset

Outcome: Verified
Ref ID: #COI-400

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