AI Strategy Case Study – Fortune 500 Bank (Deposits)
Client type
Fortune 500 bank digital bank, deposits line of business (IVR and call center).
Problem
Deposits customers were routed through a complex, rules‑driven IVR with no intelligent decisioning behind call routing. The system was hard to change, couldn’t keep up with evolving rules, and created friction for both customers and call‑center agents.
What we did
- Facilitated design‑thinking sessions with deposits and contact‑center leaders to understand customer journeys, call drivers, and pain points.
- Identified roughly 10 AI use cases focused on intelligent call routing and decision support in the deposits IVR and call center.
- Evaluated each use case for strategic alignment, business impact, feasibility, and risk, then prioritized 3 for phase one as practical, high‑impact starting points.
- Built a delivery roadmap and captured detailed business requirements, translating them into clear specifications for technical teams.
- Partnered with engineering to integrate the AI “brain” with the IVR platform and implemented the prioritized use cases, while providing regular progress updates to the Head of Deposits and contact‑center leadership.
Outcomes
- Shifted from a brittle, hard‑coded IVR to an architecture where AI handled decision logic and the IVR safely executed routing, making it far easier to adapt to new rules and scenarios.
- Delivered initial “quick win” AI use cases that streamlined call flows and improved the deposits customer experience, with a roadmap for continuous iteration and enhancement.
- Established a trusted, empathy‑led AI strategy model with business leaders, who began proactively bringing new use‑case ideas forward based on early results.
- Created a repeatable pattern for banking AI strategy (deep discovery, use‑case portfolio, phased roadmap, and joint delivery with the business) that you have since reused with other banking stakeholders.
