ItalyFinance and insurance2025 – ongoingHYPE
AI agents for banking customer service
HYPE's AI agents reduced human customer service intervention by 70%
Problem
HYPE handled customer inquiries across disconnected tools. Its banking app needed automated support across communication channels.
Approach
HYPE built agents in Microsoft Copilot Studio to classify emails, answer routine calls and support customers inside its app. Unresolved conversations passed to employees with their interaction history.
Results
Takeaway
HYPE used automation for routine banking requests while retaining escalation to employees.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsGenerative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described HYPE's deployed customer service agents and human escalation process. It attributed a 70% reduction in human intervention and a 90% first call resolution rate to the custom agents.
Full details are in the original sources.
