Branch & Omnichannel Transformation
A retail bank transformed its branch network with digital self-service and omnichannel engagement, driving 35% digital adoption.
A retail bank operated 200+ branches serving 2M+ customers, with the majority of transactions still occurring in-branch. Digital adoption lagged competitors, and customers who used digital channels experienced inconsistent service when they visited branches. The bank partnered with Vitosha to transform its omnichannel banking experience on D365 Customer Service and Copilot Studio, integrating branch, digital, and call center channels into a unified engagement platform.
Overview
A retail bank operated 200+ branches serving 2M+ customers, with the majority of transactions still occurring in-branch. Digital adoption lagged competitors, and customers who used digital channels experienced inconsistent service when they visited branches.β¦
Unlock Full Case Study
Enter your professional email to access the full technical case study, including architecture, implementation details, and results.
Impact Metrics
35%
Digital Adoption
25%
Branch Footfall Reduction
92%
Satisfaction
Tech Stack
Other Case Studies
AI Model Risk Governance
A large bank implemented enterprise AI model risk governance, inventorying 500+ models and reducing validation cycle time.
AI Student Engagement System
A school district used AI and unified data to identify at-risk students early and boost engagement through automated, personalized interventions.
AML Monitoring Modernization
A global bank modernized its AML monitoring with ML-based alert triage, reducing false positives by 70% and SAR prep time.