Banks receive millions of reports of fraud, scams, and disputed transactions every year, making it challenging to accurately direct customers to the appropriate specialist teams for assistance. The existing manual process driven by humans is slow and stressful for both customers and staff. To address this, we develop a customer-facing AI powered triaging agent that leverages large language models (LLMs) to conduct multi-turn conversations, ask relevant questions, and classify cases for accurate, policy-guided routing, making it embedded in the customer journey. To evaluate and continuously improve the agent, synthetic digital twins of real customers were simulated, generating realistic, labelled dialogues based on historical data to test a wide range of real-world scenarios. This work details the triage agent’s modelling approach, integration with policy, safety guardrails and reasoning frameworks, the use of the synthetic agent for scalable evaluation, and findings on the AI system’s accuracy, robustness, and compliance. Results show that the agent successfully improves triaging of historical cases, achieving a 30.6% increase in classification accuracy, with high satisfaction levels reported by our subject-matter experts, highlighting how targeted probing can lead to more effective triage in banking operations at scale.‘

Complaint investigation in retail banking requires handlers to synthesise evidence from heterogeneous enterprise systems into policy-aligned summaries. We present a production-deployed tool-augmented LLM agent at a major UK retail bank that assists this process under human review. Given a complaint record, the agent queries 16 typed, schema-validated tools and returns an investigation summary with a source-cited chronological evidence timeline. We evaluate the system using SME assessment, LLM-as-a-Judge monitoring, rework measurement, and downstream impact testing. On 187 paired complaints, SMEs judged the agent to match or exceed historical human-written production investigations in 90% of cases across faithfulness, relevance, completeness, and coherence. Median investigation time falls from 30 minutes to 23 seconds. Operational controls include daily automated monitoring, pre-defined thresholds, hallucination flagging, and periodic human audit. These results demonstrate that constrained single-agent LLMs with typed tools are viable for scalable, auditable complaint investigation in regulated environments.

Retail banks handle high volumes of customer interactions across different channels that span various topics. Early and accurate detection of the intent of the customer is critical towards streamlining contact-center operations through efficient routing and handling of conversations. Mining of customer interactions leads to identification of friction points in customer journeys and offers valuable insights about customer needs. Existing approaches to define customer intents or contact reasons remain fragmented, manually maintained across organizations and relying on knowledge of specific business processes. We propose a framework that develops a dynamic hierarchical Reason-of-Contact (RoC) taxonomy to cover customer topics across hundreds of business processes. We further demonstrate the implementation of this taxonomy to a robust solution that identifies intents for all customer conversations across different channels. Our deployed system supports real time use with a 150 to 300 ms turnaround per conversation. It achieves up to 10% improvement in F1 score over baseline approaches on a reference dataset. We also detail deployment considerations, including dynamic taxonomy updates, out-of-domain detection, and auditability. Finally, we present ablations and error analyses to characterize effectiveness.

We present AUTOSUMM, a large language model (LLM)-based summarization system deployed in a regulated banking environment to generate accurate, privacy-compliant summaries of customer-advisor conversations. The system addresses challenges unique to this domain, including speaker attribution errors, hallucination risks, and short or low-information transcripts. Our architecture integrates dynamic transcript segmentation, thematic coverage tracking, and a domain specific multi-layered hallucination detection module that combines syntactic, semantic, and entailment-based checks. Human-in-the-loop feedback from over 300 advisors supports continuous refinement and auditability.Empirically, AUTOSUMM achieves a 94% factual consistency rate and a significant reduction in hallucination rate. In production, 89% of summaries required no edits, and only 1% required major corrections. A structured model version management pipeline ensures stable upgrades with minimal disruption. We detail our deployment methodology, monitoring strategy, and ethical safeguards, showing how LLMs can be reliably integrated into high-stakes, regulated workflows.