Industry: Banking and Financial Services
Services: Agentic AI, Automation, Contact Center Transformation, Digital CX
Client Overview
Our client is a global financial technology powerhouse headquartered in Florida, and ranked among the world’s leading fintech companies. As a Fortune 500 and S&P 500 enterprise, our client employs 50,000+ professionals in over 60 countries and supports more than 20,000 clients worldwide including banks, merchants, and financial institutions.
Processing tens of billions of financial transactions annually, our client enables the movement of trillions of dollars across global payment networks, powering mission-critical banking, payments, risk and compliance workflows for some of the largest financial ecosystems.
As customer demand grew, the fintech needed to modernize its servicing operations to reduce complexity, improve efficiency, and deliver consistent customer experiences across lines of business.
The Challenge
Operational Complexity and System Fragmentation Driving High AHT and Cost
The client faced increasing operational complexity across its card servicing ecosystem. High call volumes, multi-system navigation, and inconsistent knowledge usage were creating inefficiencies that impacted both customer experience and cost to serve.
Agents were required to manually log into more than seven disparate systems to handle common service requests. Frequent session timeouts forced agents to re-login 10 to 15 times per day, resulting in significant productivity loss. Constant system toggling increased Average Handle Time across key contact drivers.
Processes remained highly manual, with agents extracting, validating, and updating information across multiple tools. Knowledge retrieval relied heavily on SharePoint-based repositories, which introduced variability in responses, longer handle times, and inconsistent customer experiences.
The fintech required a scalable, intelligent solution that could simplify the agent environment, automate repetitive workflows, and deliver contextual knowledge in real time while preserving human oversight where needed.
Sutherland Solution
Next-Generation Agentic AI Ecosystem for Intelligent CX Operations
Sutherland implemented a human-in-the-loop Agentic AI architecture integrating automation, unified desktop orchestration, and intelligent knowledge management.
The ecosystem consists of three core AI agents, each responsible for a cluster of workflows. These agents operate autonomously, collaborate through an orchestration layer, and escalate to human agents only when required.
- Unified Desktop Orchestration Agent
This agent automates multi-system navigation, launches applications, and fetches relevant customer data in real time. Based on CTI call data, it autonomously launches and pre-fills required applications, consolidating more than seven systems into a single unified cockpit.
By eliminating manual toggling and repetitive clicks, it ensures deterministic and structured step-by-step flows for high-volume servicing tasks, significantly reducing handle time and improving accuracy. - Automation Agent
The automation agent manages secure Single Sign-On across seven tools and continuously monitors system health to maintain active sessions. By optimizing screen navigation paths and minimizing session disruptions, it reduces system-motion waste, enhances productivity, and minimizes agent fatigue. - Knowledge Management Agent
This agent delivers contextual intelligence to support agents with reasoning, knowledge retrieval, and compliance guidance. It uses Gen AI to pull precise and context-aware information from knowledge databases and SharePoint repositories.
Dynamic AI-driven workflows guide agents through structured decision trees and compliant servicing steps, ensuring consistent responses across lines of business and reducing variability in customer interactions.
Together, these agents created a unified, intelligent servicing environment that balances automation with human oversight for optimal customer outcomes.
The Outcome
Lower AHT, Higher Productivity, and Reduced Cost to Serve
With the Agentic AI ecosystem deployed, the fintech established a modernized, scalable servicing framework aligned with growth and CX goals.
The solution is projected to reduce Average Handle Time by 50 to 60% across key servicing processes by eliminating repetitive navigation, manual data entry, and inefficient knowledge retrieval. The unified desktop significantly reduces redundant clicks and system switching, improving flow and focus during live interactions.
Secure Single Sign-On and automated session management are expected to save 20 to 45 minutes per agent per day, unlocking substantial productivity gains. Overall, the transformation is projected to deliver a 30% reduction in cost to serve while improving servicing consistency and customer satisfaction.
That’s digital outcomes delivered!
With Sutherland’s Agentic AI-powered CX transformation, the fintech has built a simplified, intelligent servicing ecosystem that improves agent experience, strengthens compliance, and delivers faster, more consistent customer outcomes.
KEY OUTCOMES
Reduction in Average Handle Time across key processes
Saved per agent/day via secure SSO automation
Reduction in cost to serve
