Application of AI in Remote Assistance Qorus-Infosys Finacle Banking Innovation Awards 2025

Concept and Objectives The primary objective is to enhance the efficiency of the remote assistance team.

Reasons Behind • Client Needs: Clients in this channel seek immediate attention, quick resolution, and transparent, personalized, and effective management. • Representative Needs: Einstein GPT provides reps. with agility in preparing for client calls through AI-generated summaries about the client, the requested product or service, and the best way to solve/sell it. Representatives want to save time on CRM administrative tasks once they have wrapped up their interaction with the client.

State of Competition

In the current landscape, most remote assistance models rely on static scripts or predefined flows, limiting their ability to adapt to real-time client needs. While some institutions have begun exploring AI integration, few have achieved a seamless, embedded experience within their CRM that empowers human agents with contextual, generative intelligence. Our solution stands out by combining real-time AI support, personalized recommendations, and post-interaction automation—all within the same interface.

Sources of inspiration

This innovation was inspired by three key drivers:

• The growing expectations of digital-native clients for immediacy, personalization, and seamless service. • The operational need to scale high-quality service without increasing headcount. • The potential of generative AI to transform human-machine collaboration, not by replacing agents, but by augmenting their capabilities in real time.

Departments Involved • CxB Remote Assistance team as implementation team • CxB Tech as developement team • Salesforce as tech provider

Main Results so Far Development & Evolution • Base developments completed in record time (6 sprints). • 100% operational implementation (and in over 300 representatives) in less than 6 months. • Continuous feedback has led to the development of 5+ new features in the last 6 months. Impact in Overall Business • Time saved per task: approximately 2 minutes, resulting in a 10% increase in service efficiency. • Significant improvement in conversion rates, especially in more complex tasks.