Key Facts
V2 AI delivered a production-ready generative AI prototype feature for the business banking mobile application of a leading Australian bank.
The solution dynamically renders a custom UI for each user, allowing real-time analysis and self-verification of flagged transactions and transforming the customer banking experience.
End-user empowerment reduces reliance on customer support and is projected to decrease support call volume by 40%, driving significant operational cost savings.
The engagement validated a scalable AI delivery framework, enabling faster innovation cycles and laying the foundation for future enterprise-wide AI adoption in the bank.
The Client: Transforming Financial Services with AI Innovation
A leading Australian bank serving over 10 million customers across Australia and New Zealand sought to accelerate AI adoption to enhance the customer experience and address complex operational challenges. They were seeking an innovation partner to take AI from concept to production at speed.
The Challenge: Turning Transaction Flags into Personalised Customer Journeys
The bank had been actively running ideation workshops to identify high-impact AI use cases across its operations. One critical opportunity emerged in its mobile application, used by millions of business customers to manage day-to-day financial tasks. While the app could flag unusual transactions, it lacked the functionality to help users verify these alerts independently. The bank’s support team was receiving over 10,000 calls a month from business customers who were unable to resolve unusual transaction alerts.
The bank wanted to utilise AI to reimagine the flagging workflow and provide a hyper-personalised application experience that empowers users and reduces reliance on support channels.
The Solution: Real-Time Hyperpersonalisation with Generative AI
V2 AI worked with the bank to go from idea to production-ready prototype in just six weeks. Utilising advanced capabilities within a public cloud infrastructure, we built an AI solution that renders a custom interface in real-time based on an understanding of the specific customer and their transaction history. The solution was fully integrable within the existing business banking mobile application and with an internal trust scoring system to provide data for further analytics.
The feature enabled customers to self-verify suspicious transactions and follow up with support staff for next best actions, including transaction disputes and credit card protection.
The solution was validated across four different customer personas and met a range of acceptance criteria, ensuring a smoother transition to production and scale.
Value Delivered: Application Capability Uplift that Reduces Support Volume
The V2 AI solution validated the feasibility of the AI use case and demonstrated its effectiveness in both enhancing the customer experience and reducing operational expenses.
Reinventing the customer experience
The V2 AI solution dynamically generates a custom interface for every user, displaying transaction information within specific customer context. The customer can quickly identify the key information necessary to verify and take action on suspicious transactions. AI works in the background and does not impose additional customer interactions, instead streamlining the experience.
Reducing operational expenses
The personalised user interface reduces customer confusion about suspicious transactions and provides clear context self-verification, reducing the load on customer support. It is expected to reduce customer call volume by 40% as projected by early data modelling predictions.
Accelerating AI innovation
The V2 AI solution laid the foundation for production-ready future AI capabilities within the bank. It presented a clear path and outlined the engineering best practices necessary to bring AI ideas to reality on budget and on time.
AI With Purpose, Built for People
V2 AI delivered an innovative AI prototype that enables the bank to present transaction information in a fully personalised way for every user. The customer-centric solution empowers users to better understand their transaction history and take informed action with confidence. Our solution will enable the bank to provide a bespoke digital experience to millions of business account holders while simultaneously reducing operational expenses.
