Enhancing Efficiency and CX with Intelligent Agent Support
Prometa.ai helped a leading bank reduce agent workload, improve first-call resolution, and automate contact center operations using domain-trained LLMs and real-time knowledge retrieval.
From Challenge to Change
1. Challenge:Overload in Contact Center Operations
The bank’s contact center teams were overwhelmed with repetitive tasks such as answering frequently asked questions and manually summarizing calls.The knowledge base existed but was underused due to lack of integration with agent workflows.Improving operational efficiency and customer experience became a top priority.
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2. What We Did:Intelligent Automation and Real-Time Support
We formed a dedicated team of AI and Data Engineers, working closely with the client’s leadership.Our solution combined real-time retrieval-augmented generation (RAG), custom LLMs for summarization and classification, and a scalable agentic chatbot framework integrated with the bank’s existing systems.
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3. Results: Measurable Business Impact
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The solution delivered measurable improvements across both agent experience and customer service performance.
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Automated summaries reduced manual effort
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Real-time knowledge boosted first-call resolution
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AI assistant eased inbound query load
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On-prem deployment scaled to 100+ sessions
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Service quality, speed and scalability improved significantly
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AI That Empowers Human Agents
With Prometa’s agentic AI framework, the bank moved beyond static automation to true agent augmentation.
This resulted in a faster, smarter, and more efficient support environment that scaled with demand—without compromising on control, security, or performance.
Contact centers don’t need more scripts. They need intelligence at work.
Prometa delivers it.