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Banking verified Verified Outcome TRL 9

Conversational AI for Customer Support

domain Client: Major UK High Street Bank handshake Provider: IBM Watson / Google Cloud schedule Deploy: 2019-2024
88 Impact
Enterprise Ready
Evidence Score: 5/10
Strength: High

Executive Summary

ANALYST: COI RESEARCH

The bank deployed 'Cora', a digital human and conversational AI assistant, to handle a significant portion of retail banking queries via web and mobile chat.

rate_review Analyst Verdict

"A mature deployment of conversational AI. By adding a 'digital human' avatar interface, the bank attempts to humanize the bot experience, although the core value lies in the 24/7 availability and containment of routine queries."

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

warning The Challenge

Customer demand for 24/7 support was outpacing the capacity of human call centers, leading to long wait times and high operational costs. The bank needed a scalable way to answer routine banking questions and perform simple transactions without adding headcount.

psychology The Solution

The institution launched a conversational AI assistant available across digital channels. Powered by advanced NLP, the bot can understand user intent, answer thousands of unique queries, and facilitate banking transactions. A 'digital human' visual avatar was added to enhance engagement and trust.

settings_suggest Technical & Deployment Specs

Integrations
Core Banking
Deployment Model
Cloud
Data Classification
PII
Estimated TCO / ROI
Medium
POC Summary ( to )

"N/A"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Brand Reputational Risk Low Personality tuning

trending_up Impact Trajectory

Audited value realization curve

Millions of conversations handled annually Verified Outcome
Primary KPIHigh percentage of first contact resolution
Audit CycleAvailable 24/7

policy Compliance & Gov

  • Standards: UK Banking Regs
  • Maturity (TRL): 9
  • Evidence Score: 5/10
  • Data Class: PII

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 Major UK High Street Bank without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-420
Evidence: Direct SQL Logs
Public
public

2. Verified Asset

Outcome: Verified
Ref ID: #COI-420

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