Global Bank — Contact Center AI & Agent Assist Transformation Across 9 Geographies
How operating-model design, governance, rollout discipline and benefits thinking turn an AI use case into an enterprise transformation.
The transformation in under a minute.
Business problem
An enterprise AI program had to scale across markets while keeping operating ownership, governance and benefit realization aligned.
What was done
Business-problem definition, opportunity assessment, Agent Assist strategy, operating-model design, roadmap development and implementation governance.
Outcome / evidence
Business case targeted ~20% lower live-agent demand and ~$8.5M Year-2 savings across nine geographies.
Evidence note: nine-geography scope and the ~20% / ~$8.5M figures are documented as transformation targets / business-case outcomes, not as realized savings.
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