All case studies
Financial services · 2024
Shipping AI assistants without skipping compliance
Mid-market fintech
AI ServicesGovernanceSecurity
Challenge
Support teams were overwhelmed; leadership wanted AI help—but legal and risk required traceability, no hallucinated policy advice, and clear human escalation. Teams had experimented with consumer tools that could not pass scrutiny.
Solution
We scoped high-value Q&A over approved knowledge, grounded retrieval, and citation-first answers. Guardrails included allow-listed sources, prompt templates, audit logs, and a human handoff when confidence was low. We aligned with security on SSO, data residency, and retention.
- Retrieval over vetted policy and procedure corpora only
- Confidence scoring with default to human for edge cases
- Structured logging for review and periodic model risk checkpoints
- Training and playbooks for agents on safe usage
Results
- Reduced handle time on tier-1 policy questions
- Passed internal risk review without blocking pilot
- Foundation to extend copilots to onboarding workflows
“We finally had an AI story that risk could sign. The architecture was boring in the right ways.”