Customer Service Automation · Sales Automation
Trusting Social wanted to deliver personalized banking and financial inclusion at mass-market scale, but it needed a cross-border AI platform that could integrate its data foundation, support autonomous agents, and satisfy strict banking-sector security and regulatory requirements.
Reported impact
Trusting Social launched ALICE and its broader Agent Foundry platform to support personalized banking, helping one client lift credit card conversion rates by 10 percent, increase customer satisfaction by 42 percent, and raise spending among engaged customers by 10 percent while creating a secure foundation to scale AI agents across more than 130 financial institutions.
Trusting Social built Agent Foundry on Azure to extend its long-running data science platform into a generative AI environment for personalized banking. The implementation starts with a data foundation that integrates Azure Kubernetes Services, Azure Database for PostgreSQL, Azure Databricks, and Azure Synapse Analytics so operational data and warehouse insights can feed new applications quickly. On top of that stack, Azure Machine Learning and Azure OpenAI Service are used to build and train autonomous agents with Trusting Social's own models alongside models available on the Azure AI platform. The first agent, ALICE, uses this architecture to support onboarding, answer banking questions, and handle conversational cross-sales. Security is built in through strict data governance, Microsoft Sentinel for central logging, and WAF plus IDS/IPS controls for public-facing traffic, allowing the platform to satisfy bank-specific security settings without third-party add-ons.
Trusting Social feeds operational and customer data through a foundation built on Azure Kubernetes Services, PostgreSQL, Azure Databricks, and Azure Synapse Analytics; Azure Machine Learning and Azure OpenAI Service then train and run autonomous agents such as ALICE, while Microsoft Sentinel and perimeter controls monitor public-facing interactions.
Azure Synapse Analytics helps bring insights across to the company’s data warehouse rapidly.
It enables banks to lend to the underserved, working with over 130 financial institutions across Asia.
Since deploying ALICE, one of our clients has seen a 10% increase in conversion rates in its credit card business.
The first step was laying the data foundation. Trusting Social integrated its data platform with Azure Kubernetes Services, Azure Database for PostgreSQL, and Azure Databricks to quickly start developing and deploying solutions.
Today, we serve over 1 billion subscribers across Asia.
With ALICE, there has been an increase in customer satisfaction (CSAT) by 42% and a 10% increase in spending for engaged customers.
With Azure Machine Learning and Azure OpenAI Service, we’re able to build and train these generative AI agents with our own models and those available on the Azure AI platform to meet the specific needs of organizations.
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