Identify how AI capabilities might streamline case management processes and improve service outcomes with 2 use cases: complex account opening and fraud detection

Stakeholder interviews

Existing research and service design work

Co-design workshop with 15 participants and 2 facilitators

How might we reduce back and forth interactions between front office, back office, and customers?

Top AI capabilities identified to resolve pain points and improve service, such as:

-Document and identity verification

-Automated routing and assignment

Senior leadership approval to advance recommended AI capabilities for further testing and development in 2025-2028 product roadmap

Estimated impact of integrating AI capabilities: 67% efficiency in average case time

Co-led scoping, planning, execution, & delivery of research and workshops

Collaborated with Executive Directors and Managing Directors from design, product, and operations strategy

6 weeks