AI Servicing Copilot for Retail Bank

Challenge

A retail bank’s customer service team handled 15,000+ inquiries monthly across phone, chat, and branch channels. Agents spent excessive time searching across CRM, core banking, and card systems to answer even routine questions.

Approach

We built an AI servicing copilot integrated into the agent workspace — pulling context from connected systems, suggesting responses, and automating routine lookups. Every AI suggestion required explicit agent approval before reaching the customer, with full audit logging.

Results

• Average handle time reduced by 35%
• First-contact resolution improved by 22%
• 100% of AI interactions logged for compliance review
• Agent satisfaction score increased — less swivel-chair, more customer focus

Platform direction

This project informed our Zest AI Agents module — governed AI for banking operations with human-in-the-loop controls as a foundational requirement, not an afterthought.