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Fortune 50 Financial Institution Modernizes Global Banking Service Operations with AI
See how a Fortune 50 financial institution partnered with Kore.ai to modernize Treasury & Trade, International operations — achieving a 42.3% automation rate and $1.9M in projected savings across 1.5M annual voice interactions.
1.5M
annual voice interactions
42.3%
automation rate
1.9M
projected savings
Financial Services
240,000 employees
EMEA
Overview
A Fortune 50 financial institution partnered with Kore.ai to modernize treasury & trade, international operations through AI-powered voice automation.
Supporting 1.5M annual voice interactions across 23 languages, the organization transformed legacy IVR operations into a scalable AI-driven service model, improving automation rates, reducing operational costs, and establishing a foundation for future AI-powered Agent Assist capabilities.
Challenges & Use Cases
The organization needed to modernize high-volume customer service operations while maintaining the governance, reliability, and operational control required in a highly regulated banking environment.
Legacy voice infrastructure and agent-heavy workflows created increasing complexity across treasury & trade, and international services.
Key challenges included:
- Legacy Cisco and Avaya IVR environments increased operational complexity
- Low automation rates drove heavy reliance on live agents
- Rising infrastructure and software costs reduced operational efficiency
- Expanding multilingual support requirements increased service complexity
Solution
The organization partnered with Kore.ai to modernize legacy IVR environments through scalable AI-powered voice automation supporting treasury & trade, and international operations globally.
Kore.ai consolidated legacy Cisco and Avaya voice environments into conversational AI workflows capable of handling high-volume banking interactions more efficiently across regions and languages.
Key capabilities included:
- Migration from legacy Cisco and Avaya IVR infrastructure to Kore.ai-powered conversational AI
- AI-powered voice automation
- Scalable multilingual voice support across 23 languages
- Centralized management of voice automation workflows
- Enterprise-grade governance and operational control for regulated banking operations
- Foundation for future AI-powered Agent Assist capabilities, including real-time guidance and automated summarization
Business Impact
The organization established a scalable AI-driven voice automation model capable of supporting millions of annual banking interactions while reducing operational complexity and infrastructure costs.
- 1.5M annual voice interactions
- Automation rates increased from 21.3% to 42.3% during Phase 1 deployment
- $1.9M projected savings driven by automation improvements
- Reduced reliance on live agents for routine banking interactions
Kore.ai Advantage
Kore.ai enabled the organization to replace fragmented legacy IVR systems with scalable conversational AI built for enterprise banking operations.
The platform unified multilingual voice automation, centralized workflow management, and future Agent Assist capabilities within a governed enterprise framework designed for global scale.