Theme

Customer Experience

Chatbots, personalization, digital advisors, onboarding

Filter in Explore

Cited evidence

Reported outcomes in this theme

Company-reported measure

Klarna

AI-assisted customer service at scale

$59m reported cost savings in 2025

Company-reported measure

DBS Bank

DBS Joy for corporate and SME support

+23% reported increase in customer satisfaction scores

Public study reportCross-industry

NHS England

Ambient notes return attention to people

+16.5 pp change in median consultation share spent on direct care

Company-reported measure

Bank of America

EricaAssist supports live service representatives

~1 min shorter average calls with EricaAssist

Company-reported measure

Aviva

GenAI summaries reduce customer hold time

Half reported customer hold time with the claims-summary tool

171 researched workflows · provenance on each case

174 catalog records

Amazon conversational product discovery and personalized shoppingAmazonAmazon describes a shopping assistant using customer activity, catalog knowledge and retrieval to answer questions and recommend products. The page records its May 2026 rename.Scaled · reported stage
EricaAssist service-representative guidanceBank of AmericaGenerative AI supplies service staff with contextual information and recommended next steps during customer calls.Scaled · reported stage
CashPro Chat treasury-service assistantBank of AmericaCashPro Chat uses Erica technology to help business clients retrieve transaction and account information and navigate the treasury platform; complex requests can be routed to service teams.Scaled · reported stage
Erica consumer banking assistantBank of AmericaMobile assistant helps customers manage everyday banking.Scaled · reported stage
BMO Insights personal financial guidanceBank of MontrealAI analyzes customer spending and predicts cash shortfalls.Scaled · reported stage
BMO Assist customer banking chatbotBank of MontrealAI handles customer banking inquiries across multiple topics.Scaled · reported stage
BIA / Watson branch-employee banking knowledge assistantBradescoBradesco deployed Watson to answer branch employees' questions about banking products and services, replacing calls to a central support office.Scaled · reported stage
CIBC Voice Assistant call resolution and routingCIBCVoice assistant resolves straightforward client inquiries and routes other calls.Scaled · reported stage
Delta transactional travel-service assistantDeltaDelta's assistant uses trip and account context, answers service questions, supports disruptions, and can cancel eligible full itineraries while submitting a refund request or issuing an eCredit.Scaled · reported stage
Hybrid semantic search of probation contact logsMinistry of Justice (UK)nDelius combines BM25 with self-hosted Mixedbread embeddings in OpenSearch to retrieve original case notes. The ATRS record reports 1,000 daily users and 5,000 weekday searches in March 2025. It describes ongoing monitoring and annual reviews of note-language drift, query drift, usefulness and retirement. A September 2026 ministry snapshot describes the capability as live and scaled.Scaled · reported stage
Customer-support AI agents across servicing domainsNubankNew evidence for the existing support-agent initiative: synthetic-customer testing guided Card Management updates and a subsequent Brazilian customer rollout.Scaled · reported stage
Providence inbox triage and routingProvidenceGPT-based message classification integrates urgency, destination, rules-based verification and context-specific actions into the EHR.Scaled · reported stage
Suncorp conversational policy servicingSuncorpCustomer conversations support policy updates, document requests, cancellations and refunds.Scaled · reported stage
Telefónica multi-channel product and service supportTelefónicaTelefónica describes Aura handling product and service management and personalized queries using NLP, machine learning and analytics across channels.Scaled · reported stage
Chip member-service assistantTexans CUAI handles incoming member calls across branches.Scaled · reported stage
Truist Insights proactive financial guidanceTruistAI analyzes transactions to give consumer and small-business customers personalized financial observations.Scaled · reported stage
Truist Assist banking self-serviceTruistVirtual assistant answers common banking questions and transfers customers to employees when needed.Scaled · reported stage
Vodafone multilingual customer self-serviceVodafoneVodafone describes generative-AI customer enquiries with human handoff; its investor presentation reports availability across European markets.Scaled · reported stage
Fargo conversational banking assistantWells FargoConversational AI answers banking questions and supplies financial insights.Scaled · reported stage
Zalando personalized conversational shoppingZalandoThe shoppable assistant learns style preferences and supports conversational product discovery.Scaled · reported stage
Customer service and banking-task assistantABN AMROCustomer assistant helps set transfer limits, book appointments and manage debit cards.Production · reported stage
Tamada AI personal bankerAccess BankAccess Bank's 2019 report describes Tamada handling account opening, bill payment, transfers and customer-service interaction after combining Tamara and Diamond Bank's Ada.Production · reported stage
Air France reservation-grounded baggage self-serviceAir FranceAir France's website chatbot answers baggage questions using the customer's reservation file.Production · reported stage
ABIE business-insurance questions assistantAllstateAllstate's ABIE chatbot answers small-business owners' questions about business insurance and is based on an earlier agency-owner commercial-insurance assistant.Production · reported stage
Real-time recommendations for travel counselorsAmerican ExpressLLMs and current data provide travel counselors contextual recommendations while serving card members.Production · reported stage
APG pension-service contact-intent predictionAPGAI predicts reasons for participant contacts so agents can prepare relevant answers.Production · reported stage
Axis AHA banking assistantAxis BankML/NLP assistant supports banking questions and routine account, card and cheque requests.Production · reported stage
ARI conversational recommendations for business customersBanco do BrasilBanco do Brasil describes an available multi-agent service offering business customers guidance on finances, credit, marketing and business strategy, with human curation.Production · reported stage
AI voice support for card queriesBanco SantanderAI supports card-related calls in UK voice channels; Spain use also reported.Production · reported stage
Tabot customer banking assistanceBancolombiaTabot answers product, account-document and digital-channel questions via WhatsApp, accepts messages or voice notes, and connects customers to advisers when needed.Production · reported stage
AI Agent Assist credit-card servicing preparationBank of MontrealEmployee-facing agents match transactions, retrieve policy and prepare card-servicing cases for human decisions at Virtual Connect.Production · reported stage
Lumi frontline policy and procedure supportBank of MontrealGenAI retrieves and summarizes bilingual personal/business-banking operating guidance for frontline employees.Production · reported stage
Bee chat and frontline response assistanceBankwestBee handles basic banking questions; unresolved chats reach staff with summaries and context. Copilot drafts clearer responses and supplies sentiment cues.Production · reported stage
Bilingual store-call coverage with human handoff and spam screeningBatteries PlusBatteries Plus reports early Edison deployment for common store calls in English and Spanish. It handles routine location/product/service questions, screens spam and transfers customers to staff when needed, including those who prefer a person.Production · reported stage
NPS Térmico complaint classification and incident routingBBVA MéxicoLLMs classify app feedback in real time, identify operational or technical friction, assess affected customers and route cases to responsible teams.Production · reported stage
MyBCA account-opening assistanceBCABank executive describes AI use in mobile account-opening processing.Production · reported stage
Better mortgage application voice assistantBetterBetter's live Betsy service answers mortgage questions and accesses application information through Tinman to support administrative work with loan officers.Production · reported stage
Bradesco Vida e Previdência broker knowledge assistantBradesco Vida e PrevidênciaA corporate chatbot answers brokers' pension-product and process questions from official company materials.Production · reported stage
BT/EE personalized customer self-serviceBT / EEBT's Sprinklr-based assistant handles customer conversations including travel-service preparation and explanations of billing charges.Production · reported stage
bunq multilingual banking supportbunqAWS and bunq describe Finn in use for banking support, account questions, translations and invoice-related tasks through a unified AI-agent architecture.Production · reported stage
Eno customer money-management assistantCapital OneML answers account questions and identifies recurring or suspicious charges.Production · reported stage
CarterCONCIERGE member-service assistantCarter CUVoice AI handles member service requests.Production · reported stage
Schwab Knowledge and Research Assistants for staffCharles SchwabService staff retrieve cited policy/process answers; financial consultants and advisors retrieve Schwab research for client discussions.Production · reported stage
Chime conversational member supportChimeChime describes operating GenAI voice and chat support with escalation to human agents.Production · reported stage
CAI customer banking assistantChinabankConversational assistant supplies banking guidance, product information and application-status support.Production · reported stage
Cigna member benefits and claims explanationsCignaGenerative AI answers coverage and claims questions and transfers unresolved requests to a customer-service advocate.Production · reported stage
Advisor Insights wealth-advisor dashboardCitigroupCiti Wealth's AI-powered Advisor Insights dashboard gives bankers and advisors timely messages about markets, portfolios and current events to support client engagement. Initially piloted in North America in August 2025, it is described as an operating client-engagement tool in Citi's subsequent 2025 annual-report letter.Production · reported stage
CiZi mobile banking assistanceCitizensAI supports banking questions, account maintenance and guided transactions.Production · reported stage
Coby member-service assistantCobalt CUGenAI voice assistant responds to member calls.Production · reported stage
Claude customer support and agent assistanceCoinbaseCoinbase uses Claude across its support chatbot, human-agent assistance and help-center search, with guardrails and existing knowledge/customer data.Production · reported stage
Bumblebee customer-service automationCommBankReported customer-service bot handles routine inquiries.Production · reported stage
Granular helps sales representatives review farm accounts and performanceCortevaCorteva's digital VP describes rebuilding Granular for sales representatives to view farm accounts, flag issues and apply AI models to field, weather, soil, genetics and trial data for product positioning and performance diagnosis.Production · reported stage
Sam member-service assistantCredit Union of TexasVoice assistant handles balances, transfers and member-number retrieval.Production · reported stage
Creditas customer-service agent supportCreditasCreditas reports using AI and data science to interpret customer needs in real time and support personalized agent communication.Production · reported stage
CSO Assistant for service officersDBS BankGenerates call transcripts, retrieves bank knowledge and prepares summaries for customer-service staff.Production · reported stage
Shared phone/chat customer-response AI with clarification and human handoffDOCOMO SMTB Net BankThe bank reports September production launch of Amazon Connect Customer AI agents across selected phone and chat windows. Shared knowledge and dialogue logic infer intent, ask clarifying questions, route to FAQs/procedures and hand complex cases to operators.Production · reported stage
Guided Next Steps advisor client insightsEdward JonesEdward Jones embeds AI in advisor tools to surface task-relevant details and scan client notes for next actions and opportunities, supporting meeting preparation and follow-up under advisor control.Production · reported stage
Elevance member coverage and cost navigationElevance HealthMembers obtain conversational coverage, deductible, cost and network information through Sydney Health.Production · reported stage
Eva customer banking chatbotEquity BankBusiness Daily identifies Equity Bank's Eva chatbot on WhatsApp, Facebook Messenger and Telegram.Production · reported stage
Retail digital financial-health assistantErste GroupAI assistant supports retail digital guidance in Czech and Romanian markets.Production · reported stage
RM AI Advisors across banking segmentsFABFAB states it deployed relationship-manager AI platforms across Private Banking, Elite and Wholesale banking to improve adviser productivity.Production · reported stage
Fidelity Virtual Assistant for website navigationFidelityFidelity Investments offers an automated natural-language assistant that helps customers find information and navigate Fidelity.com, with separate human support available.Production · reported stage
Freya investing and account-service assistantFidelity InternationalFidelity International's UK contact service offers an AI assistant for investing, products, services and account-management questions.Production · reported stage
NAVi contextual assistance during adviser conversationsFNB / FirstRandFNB enhanced NAVi to surface relevant customer information and context during live adviser conversations. Guided next-best actions were still forthcoming.Production · reported stage
Penny member-service assistantFrontwave CUAssistant handles account questions and transactions online and by phone.Production · reported stage
In-app financial-literacy assistanceGCashGCash users access an AI chat feature for personalized financial learning through savings and investment pages.Production · reported stage
Generali France home-insurance subscription agentGeneraliAn AI agent guides the home-insurance subscription process in place of a lengthy questionnaire.Production · reported stage
Pounce student enrollment and administrative completion supportGeorgia StateGeorgia State uses an AI-enhanced messaging assistant for enrollment, registration and financial-aid tasks, answering routine questions and directing exceptions to staff.Production · reported stage
EVA banking chatbotHDFC BankAI assistant answers product questions and guides customers through routine account and card services.Production · reported stage
PiHU multilingual crop-insurance voice serviceHDFC ERGOVoice-enabled multilingual bot supports crop-insurance access in rural areas.Production · reported stage
HDFC Life frontline underwriting and operations queriesHDFC LifeFrontline teams receive instant operational and underwriting answers with escalation.Production · reported stage
Exchange client conversational serviceHKEXProvides an AI conversational chatbot to clients.Production · reported stage
Business debt-collection journey segmentationHM Revenue & CustomsHMRC's Business Propensity to Pay links business tax debts and uses calibrated gradient-boosted trees in SAS Viya to inform communication timing, frequency and content. It scores approximately four million customers monthly. The record describes temporal holdouts, cross-validation, monthly output/input-drift monitoring and annual model review; the score is only one input into the collection journey.Production · reported stage
Marina customer assistantHong Leong BankGemini-based customer assistant answers banking questions using retrieval from bank information.Production · reported stage
NotebookLM contact-centre knowledgeHong Leong BankAgents consult consolidated bank manuals for answers during customer support.Production · reported stage
Howden Hellas group-health policy telephone servicingHowden HellasA voice/NLP assistant gives group-health policy information and procedural guidance, escalating complex matters.Production · reported stage
AI support for customer onboarding and KYCHSBCHSBC's May 2026 AGM management discussion identifies onboarding and know-your-customer processes among areas where the bank uses AI to improve efficiency. The public disclosure does not specify the model type or identity-document processing architecture.Production · reported stage
Hong Kong conversational banking chatbotsHSBCHSBC uses NLP and transfer learning in Hong Kong conversational banking chatbots to interpret customer enquiries, while staff handle more complex conversations.Production · reported stage
iPal voice bankingICICI BankAI chatbot integrates voice assistants for balance and credit-card information with account authentication.Production · reported stage
ICICI Prudential renewal-collection conversationsICICI Prudential LifeA two-way speech-recognition bot handles customer renewal calls.Production · reported stage
IKEA Billie service automation with contact-center redeploymentIKEA / IngkaIngka's NLP chatbot handles simpler customer enquiries while retrained contact-center staff concentrate on complex service and remote selling.Production · reported stage
Generative AI customer-service chatbotINGA redesigned chatbot resolves customer-service questions and avoids contact-centre waits.Production · reported stage
Fin customer-support automation with evaluated model rolloutsIntercomIntercom operates Fin support and has rolled GPT-4.1 into Fin Tasks for multi-step customer-service actions. New models undergo offline testing and live A/B evaluation; voice variants are tested for latency, script adherence and function execution.Production · reported stage
Iva member-service assistantInTouch CUVoice agent authenticates members and retrieves account balances.Production · reported stage
ia.i conversational banking and transactionsItaú UnibancoThe app-based assistant interprets voice/text requests using customer context and supports financial queries, product information, everyday money management and Pix journeys with human handoff.Production · reported stage
Arabic WhatsApp customer assistantJKBJKB launched an Arabic-speaking AI chatbot answering general customer questions and handing complex queries to contact-centre agents.Production · reported stage
KakaoBank AI service navigation and supportKakaoBankKakaoBank describes live AI chat and natural-language search helping customers find account information and relevant service menus.Production · reported stage
Proactive digital banking assistantKBC GroupDigital assistant resolves customer requests and provides proactive support; GenAI added to the existing initiative.Production · reported stage
Klarna multilingual payment-support assistantKlarnaKlarna's assistant handles payment questions, refunds, returns and disputes, with a human-agent option.Production · reported stage
Keya voice bankingKotakBilingual voicebot interprets caller intent, automates simple inquiries and routes complex calls.Production · reported stage
L'Oréal conversational beauty-service advisorL'OréalNTT DATA's named customer case describes Lore providing natural-language customer service and personalized recommendations with ordering support.Production · reported stage
L&G Retail contact-center case assistanceL&GStaff receive consolidated customer context, transcription and case summaries for pensions, protection and annuities.Production · reported stage
Liberty Mutual conversational auto quotingLiberty MutualCustomers answer conversational questions to obtain auto quotes, then finalize coverage and bind on LibertyMutual.com.Production · reported stage
Generative AI in-app searchLloyds Banking GroupLloyds reports deploying a more intuitive customer search experience during 2025.Production · reported stage
MAPFRE Brazil multimodal auto assistanceMAPFREWhatsApp agent interprets audio, text and images, validates policies and routes auto assistance; auto-claim reporting preceded this extension.Production · reported stage
RAG assistant for payment-product onboardingMastercardMastercard's launched assistant answers onboarding questions and automates routine tasks using its documentation, with subject-expert feedback.Production · reported stage
Conversational cash visibility and staged account actionsMercuryMercury customers query live balances and transactions, prepare payments/invoices, and change card or transfer settings through a conversational interface.Production · reported stage
MetLife call-center authentication and associate assistanceMetLifeAI supports caller authentication, intent confirmation and call summaries in global call centers.Production · reported stage
Upwise AI-supported benefits recommendationsMetLifeMetLife's Upwise provides personalized benefit-selection guidance, including an AI-supported major-medical benefit recommendation. Permissioned medical information, financial data and employee preferences inform recommendations, with utilization reminders after selection.Production · reported stage
Protocol-based patient preparation with contextual nurse escalationMile BluffMile Bluff uses AI agents for colonoscopy preparation. Patients answer routine readiness questions by call or text; clinical concerns reach care teams with conversation context.Production · reported stage
Monzo LLM customer and operations supportMonzoMonzo reports LLM systems already handling some customer queries and supporting operational decision workflows.Production · reported stage
Next Best Action advisor content and outreach recommendationsMorgan StanleyMorgan Stanley's Next Best Action platform curates educational, marketing and investment content for financial advisors. Advisors determine whether investment ideas suit a client before sharing them; issuer materials describe predictive analytics and machine learning.Production · reported stage
Mount Sinai New York scheduling-line assistantMount Sinai (New York)Ava is a voice AI system embedded in Mount Sinai's scheduling telephone lines and answers patient questions.Production · reported stage
N26 opt-in account-activity recommendationsN26N26's support page describes an active, optional feature analyzing account activity to recommend relevant app features and products.Production · reported stage
Banker knowledge assistantNABGenerative models search internal documents to help bankers answer customer questions.Production · reported stage
Cora+ customer-service conversationsNatWest GroupGenerative AI upgrade supports more natural customer-service conversations.Production · reported stage
Enbi customer-service virtual assistantNedbankNedbank uses Kasisto's conversational AI for customer inquiries and contact-centre support.Production · reported stage
New York Life benefits selection and enrollment supportNew York LifeNYL GBS offers AI benefits guidance, plan setup, summaries, translations and communications to employers and employees.Production · reported stage
NongHyup branch AI bankersNH NongHyupAI avatars serve branch-kiosk interactions using synthesized speech and video.Production · reported stage
Customer query chatbotNordeaAI routes and answers everyday banking questions with human-maintained responses.Production · reported stage
Old Mutual retirement-service assistantOld MutualAn AI assistant supports retirement counselling and customer engagement alongside digital channels.Production · reported stage
AI-guided returns, return-location selection and bounded policy exceptionsOluKaiSierra's OluKai case describes its deployed agent explaining return options, locating nearby Happy Returns sites and applying permitted exceptions to return timing. A dated July 2024 account from the same vendor also confirms agents were processing OluKai returns and exchanges.Production · reported stage
Multilingual merchant and consumer assistancePaytmPaytm reports round-the-clock conversational AI handling merchant and consumer queries.Production · reported stage
AI cash forecasting and transaction categorization for multi-entity treasuryPersonioPalm's named customer case says Personio connected Workday and bank accounts and uses a live category-based AI forecast plus explainable transaction categorization across five entities and three currencies. The case reports 95–99% categorization accuracy and over two days monthly reclaimed.Production · reported stage
PGGM scheme knowledge and accessible communicationsPGGMStaff use scheme-question assistants and writing tools that simplify fund communications.Production · reported stage
Conversational help for emergency-aid accessPicPayRasa describes PicPay's production assistant helping users navigate emergency-aid eligibility and benefits in Brazil.Production · reported stage
Mobile voice banking and transaction assistantPKO Bank PolskiNatural-language assistant supports transfers, card controls and expense analysis.Production · reported stage
Porto Seguro WhatsApp vehicle-theft claim intakePorto SeguroGenAI conversation collects details, answers questions and completes theft/robbery claim notification.Production · reported stage
Customer FAQ digital assistantPostFinanceNLP assistant recognizes customer queries and answers FAQs.Production · reported stage
Accident Response crash detection and claim initiationProgressivePhone sensor data identifies potential crashes; support dispatches help and can initiate a claim when ambulance or tow services are requested.Production · reported stage
Providence Grace patient navigationProvidenceThe app chatbot helps patients navigate records, schedule appointments, pay bills and find financial-assistance resources, with counselor handoff.Production · reported stage
Claims Insight Assistant summarizes disability and absence claims for employersPrudential FinancialEmployer portal users receive AI summaries of claim status, activity and next steps from information they already have permission to view.Production · reported stage
GenAI property-claim coverage assessment and payment routingPZUSamoobsługa NEXT applies PZU Dom policy terms to customers’ self-reported loss descriptions. Clear covered cases enter the payment route; uncertain cases go to a human handler.Production · reported stage
Conversational merchant account management on WhatsAppRazorpayRAY retrieves payment insights and supports operational actions such as payment-link recovery, refunds and settlements. Razorpay names Bajaj Finance as an early live partner.Production · reported stage
NOMI personal finance predictionsRBCTransaction models predict account flows, suggest bill payees and flag unusual bill entries.Production · reported stage
Erica credit-card service assistantRCBCConversational assistant handles card activation, balances, rewards and support questions.Production · reported stage
Transfer support through AI assistant and personalized helpRemitlyCustomers obtain help with transfer tracking, amendment and cancellation through the AI support experience, with human escalation available.Production · reported stage
Revolut conversational money managementRevolutRevolut launched AIR to provide spending insights and account controls through conversation, initially rolling out in the UK.Production · reported stage
Agentforce Help support with voice routing and case creationSalesforceSalesforce operates Help Agent for knowledge, troubleshooting and support cases. Its September 2026 documentation records August voice deployment on 1-800-NO-SOFTWARE in the US/Canada and customer review of case details before submission.Production · reported stage
Sanlam contact-center client authenticationSanlamAI supports client authentication in contact-center calls.Production · reported stage
Small Claims Harvey document translation and factual case summariesSingapore CourtsSingapore Courts deployed document translation and began magistrate-facing factual case summaries; summaries for self-represented users were scheduled for a later phase.Production · reported stage
SoFi personalized financial-insights chatSoFiSoFi Coach analyzes linked-account activity to answer spending, debt and planning questions. Launch begins with SoFi Plus members.Production · reported stage
Starling conversational banking and account actionsStarlingStarling's Gemini-powered assistant responds to text or voice and carries out account tasks, including savings organization and budgeting.Production · reported stage
Sun Life Canada product and process knowledge assistantSun LifeThe chatbot retrieves internal information and returns summarized answers with reference links.Production · reported stage
Cropwise Grower provides multilingual agronomy supportSyngentaSyngenta's January 2026 account says its India chatbot already serves farmers using voice, text and plant images for localized agronomy assistance. NLP and voice recognition support local dialects.Production · reported stage
U-Ask multilingual government-service guidanceTDRATDRA operates a generative-AI assistant on U.ae and described extension to government portals; answers are constrained to information on each portal and support text or voice.Production · reported stage
PensionBot answers member FAQs and reduces contact-centre demandTPT Retirement SolutionsTPT used Leadoo AI for pension FAQs from September 2024. The vendor-hosted customer case reports 32% fewer website enquiries reaching the contact centre over the first two months.Production · reported stage
Travelers auto-damage voice claim initiationTravelersAgentic voice service answers policy questions and guides callers through auto-damage claim submission, with transfer to staff available.Production · reported stage
Ruth member-service assistantTruStone Financial CUChatbot handles member inquiries and escalates when needed.Production · reported stage
Developer Assistant for embedded-banking API integrationU.S. BankGenAI finds APIs, troubleshoots integration and generates sample code for external developers.Production · reported stage
Leo social-channel banking assistantUBAUBA's AI assistant supports balance inquiries, transfers, bill payments and account opening on messaging platforms in multiple languages.Production · reported stage
UnionBank conversational self-serviceUnionBankAI chatbot supports product questions, card applications and account servicing.Production · reported stage
United human-assisted customer notifications during disruptionUnited AirlinesNetwork-operations customer-service teams use GenAI to review flight data and draft customer explanations of changes and delays.Production · reported stage
UnitedHealthcare member coverage and claims navigationUnitedHealthcareA generative companion explains benefits, claim status and costs, with administrative context passed to human advocates.Production · reported stage
TMRW personalised banking insightsUOBIn-house AI/ML analyses spending and saving patterns to provide forecasts and personalised offers.Production · reported stage
Verizon app conversational account-service interfaceVerizonVerizon introduced an AI assistant in its updated app for personalized account interactions including upgrades, lines and billing questions.Production · reported stage
Unified AI customer-service workflowWells FargoAI joins previously disconnected tools for employees handling customer calls.Production · reported stage
Summarize transfer histories for customer-service representativesWestern UnionRepresentatives receive AI summaries and issue cues while resolving transfer problems.Production · reported stage
WTW pension-member account servicingWTWAn embedded virtual agent handles contact-detail updates and payment-history queries.Production · reported stage
Zopa conversational current-account bankingZopaZopa describes natural-language banking for Biscuit customers, including spending queries, money movement and everyday account administration.Production · reported stage
Parloa customer voice automation in GermanyZurichHandles repetitive customer inquiries through AI voice automation.Production · reported stage
Alibaba Taobao autonomous eligible-chat handling with supervised escalationAlibaba / TaobaoA Taobao field experiment used an LLM agent to resolve eligible chats while staff supervised and handled ineligible cases.Pilot · reported stage
SME cash-flow scenario assistant proof of conceptCanadian Western BankCWB and Temenos completed a 12-week proof of concept combining financial data and explainable predictive modeling to help small businesses assess scenarios and financial health.Pilot · reported stage
US Personal Banking Agent AssistCitigroupGenAI supplies service procedures, transcripts and summaries during customer interactions.Pilot · reported stage
US Personal Banking GenAI interactive voice responseCitigroupGenAI routes calls and supports telephone self-service.Pilot · reported stage
NEOBANK ai BIZ corporate banking assistant betaDOCOMO SMTB Net BankGenerative AI prepares banking screens from requests, reads invoice images, analyzes cash flows and transaction categories, and suggests relevant borrowing products.Pilot · reported stage
GOV.UK Chat guidance assistant public pilotsGDSGDS piloted an assistant answering government-service questions using GOV.UK guidance, with source links and clarification for ambiguous questions.Pilot · reported stage
AI Banker branch kiosksKB KookminVoice-based virtual banker answers product and document questions and guides ATM/STM use.Pilot · reported stage
Marriott Renaissance human-curated virtual concierge pilotMarriott / RenaissanceHotel guests can request local recommendations through text or WhatsApp, combining curated human expertise with generative AI.Pilot · reported stage
Sephora account-linked conversational product discovery pilotSephoraSephora's US pilot recommends products using optionally linked Beauty Insider preferences. In-app payment is described as a future update.Pilot · reported stage
Conversational troubleshooting followed by a service-refresh actionSiriusXMSierra's customer case says Harmony began testing use cases in production, including in-car radio refresh. Its dated July 2024 operational account confirms SiriusXM agents refreshed radios, linking multi-step troubleshooting to a real system action.Pilot · reported stage
Contact-center GenAI knowledge assistantTD Bank GroupAssistant retrieves summarized policy answers with links for customer-service employees.Pilot · reported stage
UC San Diego Epic patient-message draft repliesUC San Diego HealthThe pilot generated drafts for non-emergency patient messages, which physicians reviewed and edited before sending.Pilot · reported stage
Vera explains clients' portfolios and financial plansVault WealthVault's UAE assistant answers questions using account holdings, allocation, cash and goals, helping clients prepare for human-advisor conversations.Pilot · reported stage
Contact Center AI Insights service analyticsArvestPlanned AI analysis supports contact-center customer experience.Announced · reported stage
Josie SME digital avatarASBPlanned conversational avatar helps prospective small-business owners obtain startup guidance.Announced · reported stage
Credit Agricole AI Customer InsightsCredit AgricoleCredit Agricole uses AI to analyze customer data across its retail banking network, generating insights for personalized product recommendations and targeted marketing. The system processes transaction data and behavioral patterns to improve customer engagement and cross-selling effectiveness.Not assessed · legacy label
AI Customer Service AutomationFidelityFidelity employs AI chatbots and virtual assistants to handle customer service inquiries across its retail platform. The system handles account questions, navigation assistance, and basic financial guidance, routing more complex issues to specialized human agents.Not assessed · legacy label
Gallagher employee-benefits guidance and plan analyticsGallagherThe offering combines conversational benefits explanations with employer utilization and plan-cost insights.Announced · reported stage
Guardian plans Sierra-assisted routine benefits and claim serviceGuardianGuardian's partnership targets dental-benefit verification, payment processing and claim-status inquiries as one routine-service initiative.Announced · reported stage
IAG planned voice agents for simple claimsIAGProposed voice agents handle simpler non-event claims to free specialists during severe-weather demand.Announced · reported stage
Agentic mobile financial assistantLloyds Banking GroupAnnounced assistant combines conversational money guidance and tool-driven transaction queries, with human referral.Announced · reported stage
AI Customer Engagement AnalyticsMetLifeMetLife is piloting AI-powered analytics to understand and optimize customer engagement across its insurance products and distribution channels. The system analyzes customer interactions, satisfaction drivers, and retention patterns to inform targeted engagement strategies.Not assessed · legacy label
Aomaru Bank conversational assistantMizuhoPlanned text/voice assistant answers from official bank information and suggests next actions.Announced · reported stage