// Case study · 2024 — present
Conversational AI for consumer finance
The consumer-finance arm of a major European retail group
Delivered as Solutions Architect at NTT DATA
2
modes: self-service + agent assist
100%
answers grounded in enterprise knowledge
Regulated
financial-services environment
The problem
A card-and-credit operation where customers ask high-stakes questions — balances, payments, disputes — and every answer must be grounded in policy and account systems, not model guesswork.
The system
Architected conversational agents on Gemini Enterprise: retrieval grounded in the institution's knowledge base, secure integration with core customer systems, and an agent-assist mode that drafts grounded answers for human advisors instead of replacing them where regulation demands a person.
The outcome
Conversational customer experience and cognitive assistance in a regulated financial environment — automation where it's safe, augmentation where it isn't.