customer_support · finance · workflow
Middle Eastern Commercial Bank resolves customer messages 50% faster with SS&C Blue Prism AI agents
A Middle Eastern commercial bank faced growing volumes of secure customer messages in English, Arabic, or mixed language that overwhelmed call center staff, caused slow response times, and left urgent issues such as stolen card reports unresolved until the next business day.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer sends secure message
Customers send secure messages via the bank's mobile app about questions or concerns.
Tools used
SS&C Blue Prism AI agentslarge language model (LLM)generative AI
Outcome
AI agents now respond to customer requests 50% faster with 100% accuracy, significantly improving customer satisfaction and retention while allowing call center staff to focus on complex issues.
Results
Volume50% faster
Grounding & classification
Source type: vendor customer story
25 fields verified against source quotes.
agentic workflowai agentconversational aisummarizationemailmetric backedproduction runtime claimedtools describedvendor confirmedworkflow describedbankingaccuracy improvementcustomer satisfactionemployee productivityresponse time reductionvendor customer storycall center aicustomer supportautonomous resolutionextract classify route