The challenge
KYC and credit packs still moved through email and shared drives. Relationship managers spent evenings chasing documents, and WhatsApp enquiries piled up outside branch hours — with no clear audit trail for what the bot or staff had already answered.
What we did
Placed a 9-month AI Implementation Team (lead + two automation specialists) to map document flows, deploy extraction and checklist tools inside the bank’s controlled environment, and stand up a Tier-1 WhatsApp assistant with human handoff. Later converted one outsourced ML engineer to permanent on the bank’s payroll.
How it ran
- 1
Discovery (weeks 1–3): process walk + data access review
- 2
Pilot on two product packs and one WhatsApp queue
- 3
Scale to three more desks after policy sign-off
Risks handled
- Customer data stayed in-bank
- Change workshops for RMs
- No single-vendor lock-in — models and prompts versioned in the bank’s repo
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