Retail Bank Ops Copilot
A retail bank deployed an operations copilot handling 40% of tier-1 customer enquiries — grounded in core banking context, FDEE-monitored for quality, with human escalation and full audit logging for complaints handling.
A retail bank deployed an operations copilot handling 40% of tier-1 customer enquiries — grounded in core banking context, FDEE-monitored for quality, with human escalation and full audit logging for complaints handling.
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Challenge
Contact centre volume outpaced staffing while generic copilots hallucinated account balances and policy details — creating conduct risk and FCA scrutiny.
The bank required every customer-facing response grounded in verified account data with escalation paths for vulnerable customers and complaints.
Production deployment — not proof-of-concept
Governed agents with full audit trails
Embedded FDE delivery model
Operational accountability through go-live
Approach
Context engineering connected core banking and CRM via MCP with field-level access controls. Copilot retrieved only authorised data per enquiry type.
FDEEs evaluated responses against conduct policies and sampled 5% of live traffic daily. Low-confidence interactions auto-escalated to human agents with transcript and suggested resolution.
Results
40% tier-1 enquiry automation with stable complaint rates. 25% faster handle time on escalations. Governed production deployment passed internal conduct review.
Production outcomes, not pilot metrics.
Tier-1 enquiries handled by copilot.
Handle time on escalated cases.
Accelerator duration to go-live.
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- Can Derisk360 provide references?
- Selected references are available on request during discovery calls.
- What industries are represented?
- Banking, insurance, financial services, and regulated enterprises globally.
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