Banking customer experience demo

Connect customer service across voice, chat, mobile, and email.

Explore how an assistant can recognize a customer's intent, use approved account context, support routine transactions, and hand complex conversations to your service team.

Schedule this demo See the use cases

The operating problem

Customers wait, repeat themselves to every channel, and still leave the call without an answer.

Banking capabilities

What the demo explores.

AI-powered voice and chat

Support selected routine calls and chats with intent detection, approved account context, and clear escalation to a person.

Agent assist for live calls

Give live agents call summaries, relevant policy passages, and proposed next steps to review while they help the customer.

Omnichannel customer journey

Carry available context across voice, chat, mobile app, and email so customers can continue a conversation with less repetition.

Personalized servicing and offers

Use approved account and interaction data to tailor service responses and surface offers for review under your bank's rules.

Connect channels

Voice, chat, mobile, and email feed a shared session and identity layer.

Understand intent

AI classifies what the customer is trying to do and what they need.

Resolve or assist

Prepare an approved routine transaction or hand the context to a live agent for review and action.

Measure and improve

Use containment, CSAT, AHT, and repeat-contact measures to prioritize changes.

Cost to serve

Measure routine-intent containment, live-call duration, and repeat contacts.

Customer experience

Track wait time, transfers, repeated questions, resolution, and customer feedback.

Service relevance

Review whether responses use the approved customer and product context for the selected intent.

Agent workflow

Measure search time, system switching, after-call work, and agent feedback.

Use cases to evaluate

Three workflows to put in front of your team.

Each use case starts with an operating problem, shows a candidate workflow, and identifies the outputs and measures your team can review in a pilot.

UC1

Voice deflection and self-service

"Our IVR is long, customers escape to an agent for routine items, and average handle time keeps rising."

Banks with high-volume routine call traffic where containment, deflection, and AHT are the cost drivers.

What this demo shows

The demo replaces a scripted menu for selected intents, uses the bank's authentication flow, retrieves approved account context, and either prepares a routine transaction or routes the conversation to an agent.

What a pilot includes

Pick the top routine intents, connect systems of record, build the assistant flow, and measure deflection and customer satisfaction.

Example prompt or trigger

Show a customer authentication and charge-dispute flow, including approval, confirmation, and escalation to an agent when needed.

Example outputs

Authenticated sessionDispute case createdCustomer confirmationContainment metricsEscalation rules

UC2

Live-call agent assist

"Our live agents are good but slow, because finding the right policy or screen takes too long."

Banks with live agents who handle complex servicing where knowledge breadth and policy lookup drive AHT.

What this demo shows

The demo gives a live agent a call summary, relevant policy passages, the connected system screen, and a draft follow-up while the agent remains responsible for the conversation.

What a pilot includes

Connect telephony, knowledge, and system-of-record screens, configure the assist flow, and pilot with a queue.

Example prompt or trigger

Listen to this call, surface the right policy and screen, draft the follow-up email, and update the case.

Example outputs

Live call summaryRecommended next stepDrafted follow-upCase updateAHT improvement metric

UC3

Omnichannel context continuity

"Customers start in the mobile app, fall back to chat, then call, and have to repeat themselves every time."

Banks with multiple servicing channels where context drops are hurting CSAT and creating repeat contacts.

What this demo shows

The demo carries available intent, authentication state, and conversation context across connected channels so the service team can continue from the last completed step.

What a pilot includes

Connect channels and authentication, configure a shared session model, and pilot with a customer cohort.

Example prompt or trigger

Pick up this customer's app session in voice, finish the transaction, and confirm by email.

Example outputs

Cross-channel sessionCompleted transactionConfirmationChannel handoff metricCSAT trend

Pilot path

A five-step path to a useful pilot.

Start with one workflow, agree on the baseline, connect the approved data, test with users, and let the results guide the operating plan.

Plan a pilot

Select

Pick the intents

Choose routine intents with clear service and escalation rules.

Connect

Connect systems

Map identity, account, channel, and knowledge sources.

Configure

Build the flows

Configure voice, chat, and agent-assist experiences.

Evaluate

Pilot with customers

Test a controlled set of intents and compare service measures with the baseline.

Expand

Add coverage

Add intents and channels after the service team reviews pilot results.

Who this is for

Retail, small-business, and wealth banking teams that own the contact center, digital servicing, and customer experience metrics.

Banking demo

Part of the Tactical Edge banking demo library. See related demos for the rest of the customer journey.

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What to measure

Agree on a baseline before the pilot, then compare the output, review effort, exceptions, quality, and operating cost with your current process.