Challenge
A leading global bank faced mounting pressure as routine support requests—beneficiary updates, KYC changes, fraud alerts, and inquiries—took days to resolve. Each case passed through multiple departments, causing delays, errors, and high compliance risk. The manual, document-heavy process created customer frustration, churn risk, and advisor burnout.
Objective / Need
Deliver frictionless support that accelerates resolution times, improves compliance, and frees advisors to focus on high-value client relationships.
Solution
Novatio deployed its Frictionless Banking Agentic Automation solution to streamline customer support. AI agents handled triage, document validation, compliance checks, and end-to-end orchestration across systems and teams. This reduced manual intervention, ensured secure processing, and created a seamless experience for both clients and advisors.
Outcomes
- 80% faster resolution (hours vs. days).
- 70% fewer hand-offs, reducing errors and effort.
- 90% first-time-right accuracy, strengthening compliance.
- Higher CSAT scores with always-on, scalable support.
- Advisor productivity uplift, enabling focus on client relationships.
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*Results described on the website are based on specific engagement and may vary depending on environment and implementation.
