How a Leading Bank Transformed Customer Experience

Mosaicx delivers AI-powered automation and analytics that streamline banking services, boost employee retention, and create more personalized experiences for customers.

Meeting Rising Expectations with Automation

Since 2022, Mosaicx has partnered with a leading U.S. financial institution to modernize customer support and drive ongoing innovation. Over nearly four years, Mosaicx has become a trusted partner, helping leadership transition from legacy systems to advanced AI-driven outcomes.

As customers increasingly turned to digital banking channels, the institution recognized the urgent need to modernize its customer support strategy. For decades, the bank had relied on its live agent call center to manage a wide range of customer questions, including balance inquiries, transfers, bill payments, and branch searches. While this model was effective in the past, it was becoming increasingly difficult to scale as customer expectations shifted toward instant, digital-first engagement.