SUCCESS STORIES
Banking & Financial Services
42,000+ employees
Europe
30% reduction in Average Handling Time through Agent Assist
80% of incoming emails automatically classified
70% of emails automatically routed to the correct team or contact
Challenges
The bank manages a significant amount of information relating to products, services, procedures, fees, internal policies, and operational processes.
During customer calls, employees sometimes need to search across multiple sources to find and verify the correct information. This could increase handling time and require customers to wait while information was located.
Email created a separate operational challenge. Incoming messages covering different products, services, and departments needed to be manually reviewed, understood, categorized, and routed before the actual resolution process could begin.
Key challenges included:
Manual searches during customer conversations
Longer customer waiting and hold times
Increased Average Handling Time
Dependence on employee experience and familiarity with internal information
Repetitive questions requiring the same information to be searched repeatedly
High volumes of incoming customer emails
Manual email classification and routing
Administrative workload associated with email triage
Potential routing errors and unnecessary internal forwarding
Delays before customer requests reached the appropriate team
Solution
The bank partnered with Mplus to implement Graia AI capabilities focused on Agent Assist and intelligent Email Automation.
The solution introduced AI into both customer-facing conversations and the email-processing workflow, helping employees access relevant knowledge faster while reducing repetitive manual classification and routing activities.
The deployment included:
AI-powered Agent Assist for customer conversations
Contextual access to approved banking knowledge
AI-powered email intent and classification
Intelligent email routing to the appropriate team or contact
AI-assisted email response preparation for supported scenarios
Knowledge-base preparation and integration
Email category and routing logic configuration
Testing and validation
User acceptance testing
Employee training
Production rollout and optimization
Impact
The implementation improved customer service at two critical points: during customer conversations and when incoming requests enter the organization through email.
Agent Assist enables employees to retrieve relevant information faster during customer interactions, reducing the time spent manually searching internal sources.
Email Automation reduces manual triage by automatically understanding, classifying, and routing incoming customer requests.
Key outcomes included:
30% reduction in Average Handling Time through Agent Assist
80% of incoming emails automatically classified
70% of emails automatically routed to the correct team or contact
Faster access to relevant banking information during customer conversations
Reduced manual email classification and routing
Faster movement of customer requests to the appropriate teams
Reduced repetitive administrative work for employees
More consistent access to approved organizational knowledge
Mplus introduced AI at two critical points in its customer-service operation: supporting employees during customer conversations and automating incoming email workflows.
Rather than replacing the bank's existing customer-service environment, Mplus introduced an intelligent AI layer designed to augment employees and automate selected processes.
With Agent Assist, relevant banking knowledge is brought directly to employees during customer interactions. With Email Automation, AI understands, classifies, and routes incoming requests, helping them reach the appropriate team with less manual intervention.
The result is a more efficient customer-service environment where employees spend less time searching, sorting, and forwarding information — and more time resolving customer needs.
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