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palmmind

Banking

With experience across 7+ leading banks in Nepal, we've built and deployed AI agents tailored to the unique operational, regulatory, and customer service needs of the banking sector.

Here, we highlight two impactful implementationsone focused on internal team support, and the other on customer success at scale.

The Challenge

BANK A

Internal Automation at Scale

Client names have been withheld due to NDA agreements
100+ branches and over 1,500 employees
High dependency on central IT and compliance teams for repeated queries
Delays in SOP access, IT troubleshooting, and HR-related tasks
Overloaded support channels, leading to slow internal response times
BANK B

Customer Interaction Bottlenecks

Client names have been withheld due to NDA agreements.
250+ daily customer queries per branch (across 50+ branches)
Long wait times for basic service queries
Limited support bandwidth during peak hours
Missed opportunities for upselling or routing queries efficiently

Our Solution

BANK A

Internal AI Agent (Employee-Facing)

Client names have been withheld due to NDA agreements

We deployed a secure, employee-facing AI agent trained on internal IT, compliance, HR, and operational SOPs.

Key Capabilities

  • IT troubleshooting via chat
  • Real-time access to compliance guidelines and workflows
  • Leave policy queries, onboarding guides, and document access
  • Voice-enabled query handling for front-office staff
  • Internal dashboard with usage analytics and content management
Top AI Interns
BANK B

Customer Success Agent

Client names have been withheld due to NDA agreements

To streamline external communication, we built a customer-facing conversational agent capable of handling high-volume inquiries across branches.

Key Capabilities

  • Answered common banking queries (complaint registration, loan products, card services, etc.)
  • Tiered support system with escalation triggers
  • WhatsApp and web-based deployment
  • CRM integration for tracking lead and service tickets
  • Performance dashboard for team-level insights
Top AI Interns

The Outcome

BANK A

Internal AI Agent

Client names have been withheld due to NDA agreements
Keys

Results

Handled 70% of internal IT and compliance queries automatically

Reduced internal support load by over 60%

Increased average employee resolution speed

Improved internal knowledge distribution and SOP access

Laptop
BANK B

Customer Success Agent

Client names have been withheld due to NDA agreements.
Keys

Results

Successfully handled over 800 customer queries per day through the AI agent, significantly reducing pressure on human staff

Automated responses to common service requests like account balance, loan details, card services, and branch hours

Provided consistent, real-time support across channels, including web and WhatsApp

Enabled 24/7 availability, improving customer satisfaction without increasing headcount

With our omnichannel platform, the bank's team managed all conversations, regardless of channel, through one unified backend, eliminating the need to switch platforms

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