COI.
search Request for Consideration arrow_forward menu
close Submit Innovation
close
Customer Service TRL TRL 9

Enterprise Conversational AI Assistant

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

Executive Summary

ANALYST: COI RESEARCH

Development of an enterprise-grade digital assistant ('Cora') to handle millions of customer interactions via Natural Language Processing (NLP), diverting volume from human agents.

rate_review Analyst Verdict

"A mature implementation of conversational AI that goes beyond 'FAQ' style bots. The integration with transactional systems allows it to actually *do* things, which is the key driver of value."

lock
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 built a digital assistant on an enterprise NLP platform. Unlike simple rule-based chatbots, the assistant was trained on thousands of customer intents to understand natural phrasing and context. Crucially, it was integrated with backend core banking systems via APIs, allowing it to perform authenticated actions (like resetting a password or analyzing spending) rather than just providing text answers. It includes a seamless handover protocol to human agents when sentiment analysis detects customer frustration.

settings_suggest Technical & Deployment Specs

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

"FAQ bot rollout before transactional capabilities."

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Reputational Risk Low Seamless agent handover.
Bias in NLP Medium Diverse training data sets.

trending_up Impact Trajectory

Audited value realization curve

10M+ Conversations/Year (Reported) Verified Outcome
Primary KPI40%+ of queries solved autonomously
Audit Cycle24/7 availability achieved

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 1
lock
verified_user
Technical Audit
PDF • Audited
lock

Related Intelligence

article
AI-Driven Expense Audit & Privacy Masking
View Outcome →
article
Marketing Data Mesh for Personalization
View Outcome →
article
AP Automation for Healthcare Compliance
View Outcome →
Security Architecture

The "Blind Verification" Protocol

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

Private
lock_person

1. Raw Evidence

Audit ID: #PRIV-412
Evidence: Direct SQL Logs
Public
public

2. Verified Asset

Outcome: Verified
Ref ID: #COI-412

Strategic Action Center

Identify your current stage and take the next step.

rocket_launch
Replicate This Success
Want similar results? Request a deployment consultation.
psychology_alt
Submit Challenge
Have a different problem? Submit your problem statement.
publish
Publish Case Study
Submit your own verified evidence.
thumb_up
Verify Impact
Audit your existing solution.