Core Cognitics for banks and financial services
Governed AI for banking, from the first call to the final approval.
AI agents that serve customers on every channel and work across your core systems, inside the policies, permissions and approvals your risk teams set.
AI servicing · example activity
Live- CallCard frozen after identity checkResolved
- ChatDisputed transaction logged in case managementCase opened
- WhatsAppPayment arrangement offered within policyWithin policy
- OnboardingDocuments checked, sent for adviser sign-offApproval
- CallMortgage question handed to an adviser with full contextTo adviser
Every action logged · policy checks applied · people approve what needs approval
The challenge
Banks want AI in production. Most of it never leaves the lab.
The blocker is rarely the model. It's control: who can change an agent, what it is allowed to do, and how every action is recorded.
- 01
AI stuck in pilots
Promising proofs of concept that never reach customers, because no one can show risk teams how the AI is controlled.
- 02
Long hold times
Customers wait in queues for answers that could be resolved in seconds, while advisers repeat the same tasks all day.
- 03
Repetitive servicing
Balances, card requests, payment dates and document chasing take up time that skilled teams should spend on customers who need them.
- 04
Fragmented channels
Phone, app chat, email and messaging each hold part of the story, so customers repeat themselves and context is lost.
- 05
Compliance and audit burden
Every decision has to be explainable and traceable, which slows change when the tools weren't built for it.
Use cases
Built for the journeys banks run every day.
Start with high-volume servicing, then extend into onboarding, collections and internal agents on the same governed platform.
- Intelinteract
Customer service and servicing
- Balance, transaction and payment-date enquiries
- Card freezes, replacements and activation
- Disputed transactions logged straight into case management
- Payment and direct debit questions
- Intelinteract Studio
Onboarding and KYC
- Guided onboarding across phone, chat and messaging
- Document collection and completeness checks
- KYC steps prepared for adviser sign-off
- Status updates so applicants never have to chase
- Intelinteract Studio
Collections and payment arrangements
- Courteous payment reminders by voice, SMS and WhatsApp
- Payment arrangements offered only within your policy
- Hardship conversations routed to a trained person
- Every promise to pay recorded against the account
- Intelinteract
Contact centre
- Seats, queues and skills-based routing across teams and sites
- AI voice agents and visual IVR flows
- Agent assist with knowledge suggestions and call summaries
- Live monitoring, quality scorecards and dashboards
- Intelinteract Studio
Internal knowledge agents
- Answers from policy, product and procedure documents
- Support for branch, operations and contact-centre staff
- IT and HR service desk agents
- Answers limited to the content you approve
The hybrid model
AI where it helps. People where it matters.
AI agents take the routine load. Your advisers keep the decisions, and receive every handover with the full conversation and account context.
Handled by AI agents
- Routine servicing and repeat enquiries
- Identity steps your process allows
- Case creation and status updates
- Reminders and follow-ups on every channel
- Drafting summaries and next steps for advisers
Handled by your team
- Advice and complex financial decisions
- Approvals your policies reserve for people
- Vulnerable customers and complaints
- Any customer who asks for a person
- Relationship and retention conversations
Governance
The controls your risk teams ask for, built in from day one.
Intelinteract Studio gives every agent clear permissions, a recorded history and a person to hand over to, so you can show how each decision was made.
- 01
Role-based access controls
Decide exactly who can build, change and approve each agent.
- 02
Versioning and audit trails
Every change and every action is recorded and traceable.
- 03
Guardrails and policy enforcement
Agents act only within the policies and permissions you set.
- 04
Human-in-the-loop approvals
Steps your policies reserve for people wait for a named approver.
- 05
Escalation and human fallback
Sensitive or unusual cases go to the right person, with full context.
- 06
Data handling controls
Consent, retention and data residency, configured to your rules.
- CloudA hosted deployment, the quickest way to start.
- On-premiseRuns inside your own data centre and network.
- SovereignData and inference kept in-country, on infrastructure you choose.
Outcomes
What changes when AI is governed from the start.
We agree the outcomes and baselines with you before go-live, then report against them as each journey moves to AI support.
For customers
- Answers in seconds on the channel they choose, day or night
- No repeating themselves when they move from chat to a call
- A person whenever they ask for one
For servicing teams
- Less time on repetitive requests and document chasing
- Every handover arrives with the conversation and context
- Shorter queues at the busiest times
For risk and compliance
- A recorded history of every agent change and action
- Policies enforced in the conversation, not after it
- Clear evidence for internal review and audit
For technology leaders
- AI moved from pilots into production on one platform
- Agents connected to the core systems you already run
- Deployment in cloud, on-premise or sovereign environments
Integrations
Connects to the systems you already run.
Core banking, CRM, case-management, telephony and identity systems, connected through integrations and APIs so agents can look up and update records in the conversation.
FAQ
Questions banks ask us.
What can AI agents do for a bank?
AI agents answer servicing enquiries on voice, chat and messaging, handle routine requests such as card freezes and payment questions, guide customers through onboarding, and prepare cases and summaries for your teams. They work inside the policies and permissions you set.
Who stays in control of decisions?
Your people do. Steps your policies reserve for people, such as approvals, advice and complaints, are routed to a named person with the full conversation and account context. Any customer can ask to speak to a person at any time.
How are agent changes and actions recorded?
Intelinteract Studio keeps versioning and audit trails for every agent, so each change and each action is recorded and traceable. Role-based access controls decide who can build, change and approve each agent.
Where is customer data stored and processed?
You choose. The platform can run in the cloud, on-premise in your own data centre, or in sovereign environments that keep data and inference in-country. Consent, retention and data residency are configured to your rules.
Does it connect to our core banking and CRM systems?
Yes. Agents connect to core banking, CRM, case-management, telephony and identity systems through integrations and APIs, so they can look up information and create or update records as part of the conversation.
Can we use our own AI models?
Yes. Intelinteract Studio works with Core Cognitics models, your own models or leading cloud models, so you avoid lock-in and keep data where it belongs.
Where do banks usually start?
Most start with high-volume servicing journeys and contact-centre support, then extend to onboarding, collections and internal knowledge agents. We map your journeys, agree the outcomes, configure and test the agents, and support you after go-live.
Which banking journey would you like to move out of the pilot?
Bring us one servicing or onboarding journey. We'll show you how Intelinteract and Studio run it, with the controls your risk teams need.