Resolve more customer requests. Give your teams more capacity.
AI agents prepare cases and carry out authorised tasks across your banking systems. Your people focus on decisions and exceptions, with customer requests tracked through to resolution.
Most customer journeys are designed to capture a request. Few are designed to own the outcome.
Once a customer need crosses a channel boundary, the work fragments across queues, inboxes, employees and systems. Customer Operations creates one resolution loop around the outcome—so ownership survives every handoff.
Give customers more reasons to bank with you every day.
Turn customer needs into completed banking work.
Connect mobile and web journeys, chat, voice and employee assistance to the work behind them. Banking OS keeps context, decisions and fulfilment connected across channels.
Increase capacity without headcount growing at the same rate.
Reduce the preparation and coordination behind each request so your teams can complete more work. Keep employee judgment, personal support and service quality part of the operating model as demand grows.
Complete more work with your team.
Let agents gather records, prepare cases and carry out permitted steps while specialists focus on decisions and exceptions.
Reduce the cost of resolving a request.
Reduce repeated data gathering and manual follow-up across the full case.
Keep customers informed through to the outcome.
Connect progress updates to the work taking place, including waiting periods and employee review.
Start with your business priority
Choose where Agentic Banking starts.
Start with the outcome your bank needs most. Each solution delivers value independently and shares a foundation you can build on.
One foundation. Shared customer context, controls, and connections across all three solutions.
Specialist agents for customer operations
Put agents to work on the cases that consume your team’s time.
Choose a service priority. Give specialist agents defined work to do, with the evidence, permissions and employee decisions each case requires.
Payment investigation
Prepare payment investigations for a decision.
Dispute resolution
Give specialists a dispute ready to review.
KYC remediation
Move reviews forward with the right evidence.
Onboarding exceptions
Help stalled applications move forward.
Payment Trace Agent
Gathers payment status and identifies where investigation is needed.
Dispute Intake Agent
Captures the transaction, customer statement and reason for the dispute.
Evidence Collection Agent
Identifies outstanding information and prepares a clear customer request.
Application Review Agent
Identifies what is preventing the application from progressing.
Evidence Agent
Assembles the transaction history and supporting records.
Evidence Agent
Brings the relevant records into a prepared case.
Document Review Agent
Give employees the customer’s intent and context so they can help without starting over.
Customer Outreach Agent
Prepares a targeted request for missing information.
Customer Update Agent
Prepares progress updates from the case’s current status.
Eligibility Agent
Checks configured requirements and flags exceptions.
Policy Check Agent
Flags inconsistencies and routes exceptions to the responsible reviewer.
Evidence Agent
Checks returned information and prepares the application for the next decision.
Connect the customer request to the work across your bank.
Customer Operations runs on Banking OS, coordinating AI agents, employee decisions and system tasks in a continuing workflow. The request, evidence and next action stay connected as work moves between teams.
Understand the customer and the case.
Bring together relevant information from connected banking systems so agents and employees work with shared operational context.
Run the work through to resolution.
Coordinate established workflows, agent tasks and employee reviews, including the steps that depend on another team or system.
Authorize the next action.
Use bank-defined permissions and approval requirements to determine what agents may do and when an employee must decide.
Optimize the operation.
Use workflow outcomes to identify bottlenecks and assess improvements in capacity, service quality and cost.
Connect service, customer understanding and everyday banking.
Add the capabilities that support your priorities. Agentic Banking adoption and Digital Banking modernisation are distinct buying paths; start with the offering your bank needs.
Agentic Banking
Customer Operations can work with your existing digital banking stack. The wider suite gives you additional options as your priorities evolve.
Agentic Banking in action
Give us 90 days.Put one consequential AI use case to work.
Choose the customer or operational problem your leadership team wants solved. Backbase turns it into a controlled production capability—connected to your systems, operating within bank-defined authority and measured against a business outcome.
Days 1–30
Commit
Days 31–60
Build
Days 61–90
Launch
Is Backbase right for your bank’s customer operations?
Use your preferred AI assistant to explore Backbase’s capabilities, integration needs and fit with your service priorities.
