Case Study
Overview
The Co-operative Bank implemented an AI chatbot to orchestrate loan applications, eligibility checks, and customer communications—enabling rapid approvals and reducing operational workload.
BUSINESS CHALLENGES
- Loan eligibility verification took several days
- 10 siloed processes required heavy manual intervention
- Multiple teams were needed to manage applications
SOLUTION IMPLEMENTED
- Agents complete an electronic form; the AI chatbot validates details and updates the core system
- Online loan applications are fully managed by the chatbot, including eligibility confirmation
- Conversational workflow interacts with multiple banking processes (e.g., card & PIN pulls, payments, closures)
Impact Delivered
1 min
Processing Time
From 6-7 hours of manual review
200+/hr
Accounts Closed
With automated support
99%
Same-Day Loans
Of loans processed same day
Dramatic
Efficiency
Reduction in operational workload