How a digital bank reduced support costs 40% and halved onboarding time with compliant, high-touch service.
The Client
Key Challenges
- Multi-Currency Complexity: Frequent inquiries from international clients managing FX and cross-border payments.
- Compliance-Heavy Queries: Surge in support requests around KYC, AML, and account verification.
- Operational Costs: High expense of scaling 24/7 manual support for global clientele.
- Onboarding Bottlenecks: Delayed account activations and client drop-offs during lengthy onboarding cycles.
- 24/7 coverage gaps: Limited out-of-hours support across regions and secure channels.
Our Solution
To meet rising client expectations while ensuring compliance, Auralis AI was embedded across secure banking channels (web portal, app, and client messaging platforms), delivering:
- Transaction & FX Support: Real-time assistance for multi-currency wallets, transfers, and international payment queries.
- Compliance-Integrated Workflows: AI operated within banking-grade security frameworks to ensure accuracy and regulatory adherence.
- Automated Onboarding: End-to-end guidance for new clients, reducing manual back-and-forth and accelerating activation timelines.
- Smart Escalation: High-value or sensitive cases routed securely to human advisors.
- 24/7 Intelligent Assistance: AI provided instant responses for KYC checks, account setup, and compliance-related queries.
ROI-Driven Results in 90 Days
Compliance Query Resolution
Avg. Client Onboarding Time
Support Tickets per Client (Monthly)
Support Cost per Client
Revenue Retained via Faster Activations
The Process
Use-case mapping
Mapped high-volume flows like KYC, CDD/EDD, transfers, FX, and card and wallet ops into AI playbooks with guardrails.
Secure knowledge ingestion
Connected policy library, product docs, and compliance SOPs; enabled version control and citations.
Workflow automation
Triggers for doc requests, sanction rechecks, limit reviews, and onboarding milestones via APIs.
Risk-aware routing
Auto-labels cases by risk and value; routes to RMs/compliance with full interaction history.
Monitoring & governance
Dashboards for FCR, AHT, SLA, and resolution; immutable audit logs for reviews; continuous tuning from agent feedback.
The Results
With Auralis AI, the organization scaled premium client support while maintaining compliance, accelerating onboarding, and reducing overall cost-to-serve.
- Escalations for high-value clients became faster and more targeted
- Operational efficiency improved as costs fell without reducing service quality
- Routine FX and transaction support was automated across secure channels
- Onboarding timelines were shortened dramatically with guided digital workflows
- Compliance-related queries were resolved instantly with accurate, policy-aligned responses
Client Testimonial
Auralis absorbed our policy and product complexity and made support instant. KYC and transaction questions are resolved in seconds, and our teams focus on high-value relationships. Onboarding times halved, SLA breaches fell sharply, and clients now get consistent answers across secure channels—without compromising compliance.
The Auralis Difference
See how Auralis deploys custom AI agents in days, not months.