Projects we have delivered
Advised, built, tested, shipped and operated:
Reference projects for banks, insurers and telecom providers.
Swiss bank (anonymised)
Banking
IT consulting, automation & AI, software engineering
Analysis to operations
Swiss bank: AI automation in customer service
The starting point:
- Channels and systems in customer service had grown historically and were not connected.
- Staff had to gather information from several banking systems.
- Recurring standard requests tied up a lot of capacity.
- AI was wanted – but only with clear governance, data protection and traceability.
How we worked:
- Consulting and a target picture developed with business, IT and compliance.
- A target architecture for the platform, integrations and AI features.
- AI use cases kept tightly scoped, tested and introduced step by step.
- Taking over day-to-day operations at gridz.
Project course:
- Analyse: workshops with business, IT and compliance.
- Architecture: platform, data flows, AI guardrails and core system connectivity.
- Implement: integrations, AI features and tests before every go-live.
- Operate: monitoring and ongoing development.
What we delivered:
- A target architecture with clear guardrails for the use of AI.
- A modernised platform for phone and digital channels.
- AI support for recurring requests and summaries.
- Context from the banking systems directly at the workplace.
The result:
AI-supported
At a glance
Fully documented
By gridz
The challenge
The bank wanted to modernise its customer service and use AI. The starting point: phone, email and digital channels ran on separate systems. Staff had no single view of the customer. At the same time the number of simple standard enquiries was growing.
As a bank, strict requirements applied: where is data processed? Who has access? How do AI decisions stay traceable? Without clear answers to those questions, no AI goes into production.
How we worked
We started with consulting, not technology. In workshops with business, IT and compliance we clarified goals, risks and use cases. From that came a target architecture for the platform, data flows, AI features and the connection to the bank’s core systems.
We deliberately kept the AI features tightly scoped. They help where requests are clearly structured and hand over to staff as soon as things get complex – with the full context. The rollout happened in stages, each one tested before go-live.
The result
- Customer service works on a modernised, integrated platform.
- AI handles simple requests and frees the team up for advisory work.
- Staff see the relevant information right at the point of contact.
- Architecture, data flows and AI guardrails are fully documented.
After go-live, gridz continues to operate the solution and develops it further together with the bank.
More on our services: IT consulting & strategy, automation & AI and software engineering.
