Outcreating AI Native Banking Customer Experience

Our Client

The client is a leading North American financial services institution serving more than 20 million card customers across consumer banking, retail cards, and partner-issued card portfolios spanning 46 retail brands. Operating at enterprise scale, the organization manages millions of customer interactions every year across voice and digital channels, where customer expectations, regulatory requirements, and operational complexity continue to increase.

As legacy telephony, rule-based IVRs, and fragmented servicing models became increasingly expensive to maintain, the bank sought to modernize its contact center into a unified, AI-native engagement platform capable of delivering seamless, secure, and personalized customer experiences on a scale.

Key Challenges

The organization needed to modernize far more than its contact center technology. It sought to simultaneously transform customer experience, optimize operations, and simplify legacy telephony while maintaining regulatory compliance across diverse banking products.

Servicing a consumer banking customer differs significantly from supporting a co-branded retail cardholder, each requiring distinct policies, workflows, and customer journeys. Traditional IVRs simply routed calls, leaving agents to authenticate customers, interpret policies, retrieve information from multiple systems, and manually resolve requests, resulting in higher handling times and inconsistent experiences.

To accelerate enterprise-wide transformation, the bank needed to:

• Modernize legacy telephony and IVR infrastructure
• Improve CSAT, NPS, FCR, and Average Handle Time (AHT)
• Increase agent workforce productivity through AI-assisted servicing
• Automate end-to-end customer journeys while maintaining human oversight for sensitive financial decisions Deliver consistent, multilingual experiences across voice and digital channels
• Establish a secure, enterprise-scale AI operating model with governed decision-making

LTM’s Solution

LTM designed and implemented an AI-native Contact Center-as-a-Service (CCaaS) platform that transformed customer servicing into an intelligent engagement ecosystem. As a trusted transformation partner, LTM delivered a solution that aligned cost optimization, operational efficiency, and infrastructure modernization while reducing the total cost of ownership.

Powered by Agentic Conversational AI and a banking-specific Enterprise Knowledge Mesh, the platform unified customer data, product benefits, policies, compliance rules, fraud controls, and operational workflows. Rather than simply routing calls, it understood customer intent, authenticated users, retrieved contextual information, resolved eligible requests autonomously, and seamlessly escalated high-risk scenarios to human agents with full conversational context.

Key capabilities included:

• AI-powered “human like” conversational banking supporting more than 200 customer journeys across voice and digital channels
• Enterprise Knowledge Mesh combining banking products, policies, compliance, and customer context to deliver trusted, human-like responses  
• AI-first orchestration that shifted servicing from skill-based routing, Workflow management (WFM) with front-to-back service automation and integration  to customer-obsessed request fulfillment, resolving eligible requests autonomously while governing high-risk interactions through human oversight
• AI-powered Agent Assist delivering real-time recommendations, contextual insights, and next-best actions to improve employee productivity
• Cloud-native CCaaS architecture modernizing telephony, IVR, and enterprise operations while enabling multilingual engagement and enterprise-scale governance

Rather of addressing customer experience, telephony modernization, and operational optimization as separate initiatives, LTM unified them within a single AI-native platform. Customers now receive immediate, contextual assistance, while service representatives focus on higher-value interactions supported by real-time AI guidance.

Business Creativity came to life through a flexible engagement model that combined deep banking expertise with Agentic AI to reimagine end-to-end customer servicing with simplicity, efficiency, and empathy at its core. Rather than deploying just another AI solution, LTM built a reusable enterprise capability that unifies customer experience, operations, and governance, creating a scalable foundation for continuous innovation across the bank.

Business Outcomes

The transformation delivered measurable enterprise value across customer experience, operations, and workforce productivity:

• Improved agent workforce productivity by 60%, enabling teams to focus on higher-value customer interactions
• Reduced operational costs by 60%, delivering approximately $6 million in first-year savings
• Automated 90Million  customer conversations annually with zero-wait time and AI-led servicing
• Enabled 80%+ straight-through processing and enhance agent  experience through AI-powered Agent Assist with contextual recommendations and next-best actions
• Improved CSAT, NPS, FCR, and reduced Average Handle Time (AHT) through faster, human-like conversations
• Modernized 200+ banking journeys across consumer banking and retail card operations
• Established a secure, reusable enterprise AI platform supporting multilingual engagement, compliance and AI governance for future business expansion.

Conclusion

LTM helped transform the client's contact center into an AI-native engagement platform that modernizes telephony, optimizes operations, and delivers personalized customer experiences on a scale. By combining Agentic AI, deep banking expertise, and enterprise governance through a flexible partnership approach, LTM established a reusable servicing capability that improves workforce productivity, strengthens customer satisfaction, and supports future expansion across products and channels. The transformation exemplifies Business Creativity, where trusted AI and domain expertise create scalable, measurable business value.