Bank AI Agent Case Study | Rasa Customer Stories
Leading Financial Services Company
Rasa Conversational AI Agent Enables Leading Bank to Serve More Customers More Efficiently
Industry
Software
Location
San Francisco, California, USA
Employees
15,300
Revenue
$6.97B
A leading US bank with over 250,000 employees and $125 billion in revenue needed to create a personal concierge and high-impact customer-facing AI agent to process the 40 million conversations a year happening with its 60 million banking customers.
Challenges
- Too many conversations
- Too many customers
- Antiquated tech stack
It understood that an AI agent was an enormous step in the digital transformation of its business, both in the company itself and in the way it serves its customers and responds flexibly to their rapidly changing needs and expectations. It needed the right partner and the right solution to develop clear plans for optimization and scale.
The bank turned to Rasa to create and expand the capabilities of their virtual agent, creating an award-winning conversational AI that utilized natural-language understanding (NLU). Rasa created a next-generation agent that could sit between banks and their customers, employees, and partners.
After working with Rasa, customers could now use their virtual agents to complete tasks in their account like replacing or locking their card, checking account balances, or getting help with an investment rollover.
Key Results
- More automated tasks possible
- Bank looking to incorporate agents into other areas of business
As a result, the bank expected to incorporate the new AI agents into all areas of the bank to deliver value to customers.
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