Financial Services
AgentOps for Customer Service AI
Customer Profile
One of India’s largest private sector banks with over ₹5 lakh crore in assets and 15 million+ customers across retail, SME, and corporate segments.
Challenge
The bank had deployed AI-powered customer service agents across mobile banking, web chat, and call center channels, achieving 60% autonomous handling rates. However, scaling to production revealed critical gaps:
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Reliability Issues: Agents provided inconsistent product information and occasionally missed mandatory RBI disclosures. No mechanism existed to detect confident but incorrect responses.
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Operational Blindness: With agents deployed across 5 channels and 12 use cases, there was no unified view of performance. Debugging issues took an average of 3.2 days per incident.
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Regulatory Pressure: RBI’s framework on AI governance required explainability for customer-facing AI. The audit team couldn’t produce governance evidence for the annual inspection.
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Cost Concerns: LLM costs were scaling linearly with query volume, with no visibility into cost per interaction or optimization opportunities.
Solution
Rotavision implemented a comprehensive AgentOps infrastructure over 16 weeks:
Phase 1: Assessment (Weeks 1-3)
- Inventoried 12 agent types across channels
- Mapped compliance gaps against RBI’s AI governance framework
- Identified high-risk interactions requiring enhanced monitoring
Phase 2: Architecture (Weeks 4-6)
- Designed AgentOps layer with integrated identity management
- Created compliance rule framework aligned to RBI requirements
- Defined audit trail requirements for regulatory evidence
Phase 3: Implementation (Weeks 7-14)
- Deployed Orchestrate for centralized agent registry and governance
- Integrated Guardian for real-time reliability monitoring
- Built compliance dashboards for audit and risk teams
- Implemented reasoning capture for explainability
Phase 4: Enablement (Weeks 15-16)
- Trained operations and compliance teams
- Established incident response runbooks
- Created quarterly audit automation
Products Deployed
Orchestrate
- Centralized registry for all 12 agent types
- Unified identity and access management
- 47 compliance rules mapped to RBI framework
- Full reasoning capture for every interaction
Guardian
- Real-time hallucination detection against product documentation
- Model drift monitoring across channels
- Confidence calibration with automated alerting
- Performance dashboards by channel and use case
Results
| Metric | Before | After | Change |
|---|---|---|---|
| Agent Reliability | 87% | 96% | +9% |
| Mean Debug Time | 3.2 days | 4 hours | -95% |
| Audit Prep Time | 6 weeks | 2 days | -97% |
| Regulatory Findings | 3 critical | 0 | -100% |
Business Impact
- RBI inspection passed with zero findings on AI governance
- Expanded deployment to 3 additional use cases (loan servicing, card disputes, investment queries)
- 60% reduction in compliance team effort for AI oversight
- Board approval secured for next phase of AI investment
What’s Next
The bank is expanding Rotavision deployment to:
- Loan underwriting AI with Vishwas for fairness monitoring
- Fraud detection agents with enhanced explainability
- Vernacular support for regional language customers
Rotavision is powered by Rotascale’s globally-proven AI trust platform.
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