AI Strategy
AI Strategy Case Study
AI strategy engagement with a Fortune 500 bank that replaced hard-coded IVR rules with an AI "brain," delivering quick-win call-routing improvements and a reusable model for banking AI strategy.
Case Study
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.