Business objective & project requirements

Seeking a strategic innovation partner, not just a technology provider

As part of a long-term, organization-wide vision to transform customer care and financial advisory services for the digital era, the banking group sought more than just a technology vendor. They wanted an innovative, forward-thinking partner who could help them reimagine how they interact with customers, including the role of a digital workforce. PromethistAI was selected to propel the bank’s efforts beyond conventional ideas about customer relationship management, reinventing their approach to customer value and care.

Initial challenges

The bank recognized the immense potential to innovate their customer relations practice and offer highly tailored products and solutions to customers, particularly those under the age of 30. In a very digital era, however, where many customers rarely visited the bank in person, the bank struggled with a lack of meaningful touchpoints to garner information that would help them understand and respond to the needs and aspirations of its customers.

Solution & results

Digital financial health advisory pilot

PromethistAI collaborated with the bank on a three-month pilot project focusing on digital financial health advisory. Completed in 2024, this proof of value was among the first of the bank’s critical early steps in a long-term transformation journey.

The pilot centered on creating three distinct digital human personas, each demonstrating a different approach to customer communication. Two personas explored the benefits of alternative types of relationships between the bank and its customers, while the third was modeled after a traditional banker.

Persona 1: Hyper-transparent, direct, and factual

After extensive user testing, we learned that this persona is beneficial for customers who prioritize rational, logical, substantive interactions, and who value efficiency, directness, and fact-based communication over emotional approaches. We also found that this persona is suitable for managing interactions with individuals who have a tendency to mistrust authority.

Persona 2: Friendly, warm, and easygoing

User testing revealed that this persona is ideal for communicating with individuals who appreciate a warm, supportive atmosphere and a patient, empathetic approach. This persona is designed for customers who seek a more personal and emotive interaction, and who prioritize connections over logical exchanges. It is also suitable for people who thrive in dynamic, creative settings, and those with lower confidence in navigating the financial domain.

The pilot project successfully prototyped the development of different types of digital personas to adapt to the audience’s needs and preferred communication style.

Future plans

Encouraged by the pilot’s success, the bank has launched three additional projects with PromethistAI, all scheduled to go into production in 2025.

Cybersecurity use case

Objective: Address cyber fraud losses in the tens of millions of dollars annually by educating two million customers on social engineering avoidance and cybersecurity best practices.

Approach & benefit: Develop a digital human persona to simulate the varied roles of attacker, mentor, and educator, providing realistic scenarios and emotionally engaging training. Anticipated benefits include more effective learning, higher customer preparedness, and greater awareness of cyber risks.

Housing use case

Objective: Guide up to 500,000 clients under 30 through housing decisions and related topics.

Approach & benefit: Respond to growing anxiety about market conditions and affordability, feelings of being overwhelmed by housing decisions, and hesitancy to seek help. PromethistAI will offer a digital persona acting as guide, mentor, and knowledgeable, trusted friend, offering empathetic, personalized advice in a welcoming environment. Benefits include building confidence through tailored recommendations, fostering trust by acknowledging individual circumstances, and alleviating confusion and fear around the topic.

AI Concierge

Objective: Implement a physical AI installation in a bank branch that attracts and welcomes customers, serving as their first point of contact for the site.

Approach & benefit: A digital persona functioning as a friendly and approachable receptionist/concierge, setting a new standard for the “branch of the future.”

PromethistAI will continue to evaluate user interactions throughout these initiatives, integrating insights to support the bank’s broader digital financial advisory transformation. Ultimately, this partnership showcases how innovative technology and strategic collaboration can reshape customer engagement and drive tangible business results.