FinSupport: Banking FAQ and Support Bot
Secure, compliance-aware support with human handoff and sentiment detection.
Client
Meridian Bank
Industry
Finance / Banking
Duration
6 weeks
Biggest result
-55%
support cost
Overview
Secure, compliance-aware support with human handoff and sentiment detection.
The Challenge
Meridian Bank's customer support center was handling thousands of daily inquiries, many of which were simple account and FAQ questions. They needed an AI solution that could deflect routine queries while maintaining strict compliance standards and detecting when a customer was frustrated enough to need a human agent.
Our Solution
We built FinSupport, a banking-grade AI chatbot deployed on Meridian's web portal. The bot is compliance-aware — it never shares sensitive account details without authentication and routes financial advice questions to human advisors. Real-time sentiment detection escalates frustrated customers to live agents instantly. All conversations are encrypted and logged for audit compliance.
See it in action
Watch a simulated conversation showing how the bot handles real customer interactions.
Before vs After
Drag the slider to compare the old process with the new one.
Before
3,500
Calls per day
After
1,575
Calls per day
Calls per day
Before
3,500
After
1,575
Avg. response time
Before
4 min
After
under 3 sec
Support cost/month
Before
$180k
After
$81k
Results
0%
Lower support cost
0/5
CSAT score
0
Avg. response time
Improvement visualization
Key Features
- Compliance-aware responses with automatic guardrails
- Real-time sentiment detection for human escalation
- Secure authentication before account-specific queries
- WebSocket-based live human handoff with full context transfer
- Encrypted conversation logging for regulatory compliance
Tech Stack
Project Timeline
Discover
5 daysReviewed compliance requirements, support ticket categories, and security protocols.
Build
25 daysBuilt compliance guardrails, sentiment detection, WebSocket handoff, encryption logging.
Launch
4 daysPhased rollout to web portal, tested compliance guardrails with security team.
Optimize
OngoingMonthly compliance audit, sentiment model tuning, guardrail refinement.
"The compliance guardrails gave our security team confidence from day one. We cut support costs by 55% while improving CSAT. The sentiment handoff is brilliant."
James Whitfield
VP of Digital, Meridian Bank
Want results like this?
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Want results like this?
Get a free consultation. Tell us your goal and we will show you how to get there.
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