Assistive AI for Onboarding Operations
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Solution built around AssistOn
Financial Services
Swiss regulated financial institution
Overview:
Introduced an assistive AI copilot inside onboarding operations to reduce repetitive work (summaries, case notes, policy lookup) while improving consistency, audit readiness, and speed. Deployed with human approvals and strict access controls for safe use in regulated workflows.
Challenge:
- High operational workload from onboarding exceptions and manual documentation
- Inconsistent case notes and decision rationales across teams and shifts
- Time lost searching internal policies/SOPs and reconstructing case context
- Need for audit‑ready documentation (what was checked, why decisions were made)
- Sensitive data handling and role‑based visibility requirements
- AI adoption required governance: no autonomous decisions, clear logging, reviewable outputs
Solution:
Configured CopilotOn as an assistive layer embedded in the operations flow:
- Case summaries & timelines: structured summaries (status, missing items, risk flags, next actions)
- Policy/SOP Q&A: internal Q&A over approved knowledge sources (SOPs, controls, checklists)
- Draft compliance notes: templated memo drafts (human‑edited and approved before storage)
- Customer message drafting: standardized requests for missing information and follow‑ups (approval required)
- Governance & controls: role‑based permissions via AccessOn, policy guardrails, controlled output templates
- Audit‑ready traceability: logging of prompts/outputs (as configured), linkage to CaseOn records, reporting via DataOn
- Delivery support: ConsultOn workshops, guardrails definition, approval flow setup, rollout readiness support
Outcome:
- 30–50% reduction in time spent drafting case notes and internal summaries
- 20–35% faster exception handling for cases requiring manual review (triage + standardized next steps)
- Higher documentation consistency through structured templates (fewer free‑text variations)
- Shorter training ramp‑up for new operations staff using SOP‑guided Q&A and templates
- Improved audit readiness through standardized reasoning and traceable, reviewable outputs linked to cases
Product Scope
Title text
Case summaries
Convert complex onboarding cases into clear, structured summaries so teams can act faster and with greater consistency.
Draft compliance notes
Generate standardized draft notes that reduce documentation effort while improving quality and review readiness.
Policy and SOP guidance
Give teams faster access to approved policies and procedures to resolve exceptions with greater confidence.
Customer message drafting
Create consistent customer communications for missing information and follow-ups, reducing manual effort and turnaround time.
Controlled AI governance
Ensure safe and controlled AI use through human approvals, role-based access, and traceable activity logging.