Helping Customers in Distress: An LLM-powered Agent that Converses, Probes, and Routes

In three linesA bank develops a conversational AI agent to triage fraud, scam, and dispute cases. The agent uses LLMs to ask targeted questions and route customers to appropriate specialist teams. Evaluation via synthetic digital twins simulating realistic dialogues. Result: +30.6% improvement in classification accuracy with compliance guardrails.

Summary generated by Claude — human-verified