An assistant that resolves the routine and hands off the rest
A support assistant grounded in policy documents and account tools, with a clean handoff to people.
The challenge
Meridian Bank’s support team was answering the same few hundred questions every day: card limits, transfer times, fee schedules, how to dispute a payment. Wait times grew every quarter, and their previous chatbot had been switched off after it gave customers outdated policy answers.
Any new assistant had to be accurate, auditable and able to hand a conversation to a person without making the customer repeat themselves.
What we did
One team from scope to launch. The stack behind it:
Grounded in the policy library
The assistant answers only from Meridian’s approved policy documents and help articles, and every answer carries the source it came from. If nothing relevant is found, it says so and offers a person.
Tools, not guesses
For account-specific questions it calls read-only tools, such as card status or recent transfers, behind the bank’s existing authentication. It never takes actions on an account.
Evaluation from week one
We built a test set of 1,200 real, anonymised questions with expected answers, and ran it on every change. Compliance reviewed the failures each Friday.
A clean handoff
When a conversation goes to an agent, the agent sees a short summary, the customer’s intent and the sources consulted, inside the tool they already use.
The outcome
After a six-week pilot with 5% of traffic, the assistant rolled out to all web and app customers. It now resolves most tier-one questions on its own, and agents spend their time on disputes and complex cases.
“The assistant they built answers most of our tier-one questions, and it hands off to a person cleanly when it can't.”
VP OperationsMeridian Bank
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