Case Study · A rising financial institution

AI-Driven Refund System cuts ticket volume and enhances fraud checks with hybrid generative-predictive agents

      Reduced Ticket Volume
      Stronger Fraud Prevention
      Enhanced  CX
    

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About the company

A midsize bank offering a range of financial services including deposits, loans, and wealth management. It focuses on reliable banking, smart operations, and data-driven decisions to support growth and simplify banking for customers.

The challenge

The problem statement

Rigid Rule-Based Chat

Existing system couldn’t handle ambiguous queries, causing high ticket volumes.

Fraud Concerns:

Refund approvals needed robust screening to avoid losses.

Platform Limitations:

Open-source AI frameworks raised vulnerabilities; the bank needed a more secure, enterprise-grade solution.

The approach

How Lyzr solved it

A multi-agent system combines Generative AI for natural conversation, a SQL Agent for transaction lookup, and a Predictive (ML) Agent for fraud detection. Refunds are processed only if confidence scores are sufficiently high, ensuring security without sacrificing  customer experience.

Results

The outcome

Reduced Ticket Volume

Ambiguous queries are resolved seamlessly by the AI-driven chat, lowering customer support load.

Stronger Fraud Prevention

Automated checks leverage historical data for higher accuracy.

Enhanced CX

Customers enjoy flexible, natural conversations and faster refunds.

Security

How Lyzr handled security

Compliance

Lyzr Agent Platform is SOC2, GDPR, and ISO 27001 compliant, ensuring enterprises can run their critical workloads safely.

Data Residency

The data resides within the customer's own cloud, ensuring 100% ownership and adherence to data residency requirements.

Reflection

Lyzr's reflection module reduces the chances of hallucination. This feature is enabled in most critical applications for higher accuracy.

AI-Driven Refund System cuts ticket volume and enhances fraud checks with hybrid generative-predictive agents