Instabank
AI Powered digital agent for Instabank in Norway
Humanised AI across voice and text, enabling scalable customer service without increasing headcount.
The Challenge
Instabank was receiving a growing number of customer calls and messages from clients seeking information about their services, products, and processes. These interactions were often repetitive but required accurate, compliant, and clear responses.
Handling this volume through traditional customer support would require increasing team capacity, driving operational costs and limiting scalability. The bank needed a solution capable of delivering fast, reliable, and natural interactions while maintaining regulatory control and service quality.
Handling this volume through traditional customer support would require increasing team capacity, driving operational costs and limiting scalability. The bank needed a solution capable of delivering fast, reliable, and natural interactions while maintaining regulatory control and service quality.
The solution
Optimizer designed and implemented a humanised AI Digital Agent operating seamlessly across both voice and text channels.
The solution was built using a multi-source RAG architecture to ensure accurate, contextual responses grounded in verified information.
The platform integrates directly with the bank’s CRM system, enabling full visibility of interactions and seamless handover to a human agent whenever requested by the customer. This ensured continuity, trust, and service reliability.
The AI agent was developed in close collaboration with the bank to reflect the expected tone, behaviour, and interaction standards. It supports multiple languages and provides natural, conversational engagement.
Additionally, the underlying platform allows new AI digital agents to be configured and deployed with low effort, enabling scalability and faster rollout of future use cases.
The solution was built using a multi-source RAG architecture to ensure accurate, contextual responses grounded in verified information.
The platform integrates directly with the bank’s CRM system, enabling full visibility of interactions and seamless handover to a human agent whenever requested by the customer. This ensured continuity, trust, and service reliability.
The AI agent was developed in close collaboration with the bank to reflect the expected tone, behaviour, and interaction standards. It supports multiple languages and provides natural, conversational engagement.
Additionally, the underlying platform allows new AI digital agents to be configured and deployed with low effort, enabling scalability and faster rollout of future use cases.
The result
Within just a few months, the AI Digital Agent was handling an average of 150 interactions per day across voice and text channels.
More than 92% of customer requests were resolved automatically, with only around 7% requiring human handover, significantly reducing operational pressure on support teams.
Customer feedback remained strong, with 80% positive ratings, reinforcing the natural, humanised, and reliable interaction model.
Continuous feedback insights supported ongoing knowledge refinement, improving response accuracy, consistency, and trust in AI-driven interactions.
Instabank successfully scaled customer service operations without increasing headcount, embedding AI as a secure, compliant, and production-grade capability.
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