Impact
Tactable assisted a leading Canadian bank’s private wealth team to modernize a servicing operation that currently requires approximately 50 hours per week of manual triage. The AI-enabled servicing hub standardizes incoming requests, automates validation and routing, and introduces automated controls around time-sensitive compliance obligations — creating a more scalable operating model for its private banking servicing.
Industry
Financial Services | Wealth Management | Private Banking
Key Services
Key Technology
- Microsoft Azure
- Azure OpenAI
- AI Search
- Document Intelligence
The Vision
Creating an Intelligent Operating Layer for Private Banking Service
The bank’s client service team supports workflows spanning onboarding, product recommendations, cross-border banking, mutual fund servicing, retail transitions and private banking segmentation. Fragmented free-form requests and manual coordination across multiple systems created inconsistent data quality, limited scalability and compliance risk.
The Solution
Automating Intake, Routing and Compliance Workflows
Guided digital intake
Designed structured intake experiences for priority servicing requests, validating required documentation, approvals and categorization data before submission.
AI-powered classification & routing
Applied AI to categorize incoming requests and route work to the appropriate queues and Banking Officers, reducing manual triage and oversight.
Automated compliance controls
Introduced automated timers, reminders, task triggers and escalation workflows for time-sensitive requirements such as the Private Banking 30-day rule, supported by a complete audit trail.
Operational visibility & scalability
Designed KPI reporting and workflow tracking capabilities while integrating with the client’s existing customer connect RIS and Salesforce landscape rather than replacing core systems.
The Tactable approach
