Fintech customer experience demo

Build AI-driven customer experiences across your fintech contact center.

Explore Amazon Connect and Amazon Bedrock workflows for selected service intents, agent assistance, channel handoffs, routing, and proactive outreach.

Schedule this demo See the use cases

The operating problem

Our contact center cost is rising faster than our customer base, and the experience still feels inconsistent.

Fintech capabilities

What the demo explores.

AI-powered Amazon Connect deployment

Design an Amazon Connect experience around your service channels, identity flow, knowledge sources, and escalation rules.

Generative AI assistants

Use Amazon Bedrock for selected funding, dispute, KYC, and account-status service flows and agent assistance.

Intelligent routing and prediction

Test routing based on intent and service context, then evaluate proposed outreach with your customer-experience team.

Channel breadth

Coordinate voice, chat, mobile, email, and outbound interactions through shared context and an operations view.

Configure Connect

Map Amazon Connect channels, identity, routing, and escalation to the selected service intents.

Connect AI assistance

Use Amazon Bedrock for selected self-service and agent-assist steps with your approved knowledge sources.

Route and predict

Test routing and proposed outreach using intent, service context, and customer-experience rules.

Operate and improve

Use containment, AHT, CSAT, retention, and escalation measures to prioritize changes.

Cost to serve

Measure containment, live-call duration, repeat contacts, and escalation quality.

Customer experience

Track wait time, resolution, handoffs, channel preference, and customer feedback.

Agent workflow

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

Outreach value

Compare response, resolution, opt-out, and retention measures for the pilot cohort.

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

Self-service deflection

"Routine status, balance, dispute, and onboarding questions still hit a human."

Fintechs where routine asks drive a large share of contact volume.

What this demo shows

The demo handles selected intents, uses your authentication flow, retrieves approved account context, and either prepares a routine action or escalates to a person.

What a pilot includes

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

Example prompt or trigger

Let a customer authenticate, check funding status, dispute a transaction, and receive confirmation across voice and chat.

Example outputs

Authenticated sessionResolved intentConfirmationContainment metricsEscalation rules

UC2

Agent assist for live calls

"Our live agents handle complex cases but spend most of the time looking things up."

Fintechs where complex servicing drives high AHT and knowledge breadth is the constraint.

What this demo shows

The demo gives live agents a call summary, relevant knowledge, a proposed next step, a connected system view, and a draft follow-up to review.

What a pilot includes

Connect telephony, knowledge, and systems of record, configure the assist flow, and pilot with one queue.

Example prompt or trigger

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

Example outputs

Live call summaryRecommended actionDrafted follow-upCase updateAHT impact

UC3

Predictive outbound and retention

"Customers leave before we know they were unhappy."

Fintechs with high-value customers where retention is a strategic priority.

What this demo shows

The demo identifies customers who may need attention, explains the contributing signals, and prepares a proposed outreach message and channel for team review.

What a pilot includes

Connect approved product and engagement data, configure prediction and outbound review, and test with one customer cohort.

Example prompt or trigger

Identify customers who may contact us this week, explain the signals, and draft a proactive message and channel recommendation for review.

Example outputs

Predicted contact listProactive messageChannel choiceRepeat-contact measureRetention impact

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 and high-value intents with clear escalation rules.

Connect

Connect systems

Map identity, account, channel, and approved knowledge sources.

Configure

Build the experience

Configure voice, chat, agent assistance, routing, and outreach review.

Evaluate

Run the pilot

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

Expand

Add coverage

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

Who this is for

Fintech operations, customer experience, and contact-center leaders who own customer support cost and CSAT.

Fintech demo

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

Browse the library

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.