Oracle Financial Services has revealed its strategy to enhance banking operations through a suite of AI-driven applications, design tools, and frameworks.

This initiative is expected to provide banks with advanced conversational interfaces and autonomous AI agents. By integrating domain-specific AI, human-in-the-loop governance, and scalability, the company plans to facilitate proactive and highly-personalized customer interactions while ensuring responsible and competitive growth for financial institutions.

Moreover, these advancements are anticipated to empower banks to better understand and anticipate customers’ evolving needs, thereby delivering hyper-personalized services across various touchpoints such as online banking, mobile devices, or physical branches.

Enhancing Customer Experiences and Operational Efficiency

The official press release highlights that Oracle’s agentic platform will equip financial institutions with the necessary tools to enhance customer experiences. The platform integrates AI services and decision-making into every engagement, enabling secure, real-time, and personalized interactions supported by human expertise.

For retail banking, a range of experience and domain agents are anticipated to automate processes and improve service throughout the client lifecycle:

• The Product Brochure Generation agent and Smart Assist for Application Insights agent facilitate consistent product information and provide bankers with real-time, accurate answers to expedite application completion.
• The Application Tracker agent focuses on proactive management by predicting delays and recommending next steps, ensuring a smooth handoff to underwriting staff while keeping the lead banker informed about application approval status.
• The Qualitative Analysis & Credit Decisioning agent leverages streamlined data to suggest responses for complex scorecards, accelerating credit decision-making processes with greater consistency.

Additionally, experience agents in other retail domains, such as collections, are designed to automate key tasks and boost efficiency while maintaining compliance. These agents include:

• The Collector Call Summarization agent generates call notes from transcripts, significantly reducing AHT (after handle time) by increasing efficiency and providing more time for meaningful customer interactions.
• The Call Compliance Check agent analyzes call tone and sentiment to ensure regulatory compliance (such as the Fair Debt Collection Practices Act), offering bankers real-time feedback on their compliance scores.

These agents are among those Oracle Financial Services intends to introduce within the next year.