Retail Bank Deflects 60% of Contact Center Calls with AI Banking Copilot
An AI-powered conversational banking assistant on Azure OpenAI handling routine inquiries 24/7 across web, mobile, and WhatsApp, freeing agents for complex cases.
Project Overview
The Challenge
Contact center volumes were growing 30% YoY while agent turnover and training costs were eroding service quality.
- 1Rising contact center costs with persistent agent staffing pressure
- 2Long wait times and inconsistent answers eroding customer satisfaction scores
- 3Limited 24/7 service availability across digital channels
Our Solution
CloudGate built a multi-channel banking copilot grounded in the bank's policies, FAQs, and product documentation via retrieval-augmented generation.
- Banking copilot in Copilot Studio grounded in bank knowledge base via Azure AI Search
- Multi-channel deployment across web, mobile, WhatsApp, and IVR
- Seamless agent handoff with full conversation context in Dynamics 365
The Results
- Achieved 24/7 service availability across 12 product lines in 6 languages
Technologies Used
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