SUCCESS STORIES
Banking & Financial Services
50+ employees
Europe
50% of routine customer inquiries resolved by AI without human intervention
60% reduction in response time across supported Voice, Chat & Email journeys
70% of incoming emails automatically classified and routed
Challenges
The organization managed a broad range of customer inquiries across multiple communication channels, including questions about accounts, cards, payments, digital banking, products, procedures, and general service information.
Many of these interactions were repetitive and informational but still required employee involvement.
Incoming emails created an additional operational workload, as employees needed to manually review, understand, classify, and assign requests before resolution could begin.
Key challenges included:
Repetitive customer inquiries
Dependence on employee availability
Customer waiting times during periods of higher demand
Manual email processing
Repetitive information searches by employees
Different customer experiences across channels
Limited ability to provide immediate support outside standard operating hours
Customer service capacity being consumed by routine requests
Manual classification and routing of digital inquiries
Difficulty scaling service capacity as interaction volumes increased
Solution
The organization partnered with Mplus to implement Graia Conversational AI across Voice, Chat and Email, creating an intelligent customer-service layer capable of understanding customer intent, retrieving relevant banking information, resolving supported requests, and escalating conversations when necessary.
The deployment included:
AI-powered Voice Banking Assistant
24/7 AI Chat Banking Assistant for selected customer journeys
Intelligent Email Automation
Automated email classification and routing
AI Knowledge Assistant connected to approved banking knowledge
Digital banking support
Seamless AI-to-human escalation
Customer journey and conversation design
Knowledge-base preparation and integration
Intent identification and classification
Routing and escalation configuration
Testing, quality assurance, and user acceptance testing
Production rollout and continuous AI optimization
Through Voice, customers can communicate naturally with the bank and receive immediate assistance for supported requests, including account and service information, card-related questions, payment inquiries, digital banking support, product information, fees, and general banking procedures.
AI Chat provides customers with a digital conversational channel for everyday banking questions and selected customer journeys, including product and service information, account-related guidance, card questions, digital banking support, payment information, loans, deposits, fees, and branch information.
For Email, AI can analyze incoming messages to understand customer intent, classify requests, retrieve relevant information, and initiate the appropriate workflow. Requests can be automatically categorized and routed to the appropriate team or responsible employee.
The solution uses approved banking knowledge across supported channels, helping provide more consistent information. When human assistance is required, the AI-to-human escalation model enables complex interactions to be transferred to employees.
Impact
The implementation changed how customer service teams manage routine customer requests. AI now handles more repetitive inquiries and email processing, allowing employees to spend more time on complex requests that need human support. This enables the organization manage customer demand more efficiently while making support faster and more accessible across channels.
Key outcomes included:
50% of routine customer inquiries resolved by AI without human intervention
60% reduction in response time across supported Voice, Chat & Email journeys
70% of incoming emails automatically classified and routed
Faster access to information through conversational Voice and Chat
24/7 availability for selected banking inquiries
Reduced manual email processing
More efficient routing of customer requests
Reduced repetitive workload for customer service employees
Greater scalability across customer communication channels
Mplus introduced Conversational AI across three critical customer communication channels: Voice, Chat and Email.
Rather than deploying separate automation tools for individual channels, Mplus created an AI-powered customer-service layer capable of understanding customer intent, accessing approved banking knowledge, supporting routine requests, and escalating interactions when human expertise is required.
The solution combines AI automation with human support, enabling the organization to automate appropriate interactions while maintaining employee involvement for complex, sensitive, or personalized requests.
The result is a more accessible and scalable customer-service environment where customers can communicate with their bank naturally and receive support across the channels they prefer.
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