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Agents for checks that have to be evidenced.
Thursday afternoon in the credit back office. On the desk is a loan application with annual accounts and management accounts (BWA), and someone is copying the figures line by line into the rating template. At the next desk, a colleague is checking a commercial register extract against the customer record for a KYC refresh. Nine unread items have been sitting in the complaints inbox since yesterday. Banks have to be able to evidence everything: every check and every decision must be documented. That means a great deal of reading, cross-checking and recording, and that is exactly the work an agent can prepare. The decision stays with your people.
Done
Awaiting approvalApproval by a colleague
Log
Where your time goes today
KYC refreshes for our existing customers tie up an entire team, checking commercial register extracts and ID copies against the customer records by hand.
Corporate loan applications sit waiting because the annual accounts and management accounts have to be keyed into the rating template first. That takes half a day per case.
We prioritise complaints on gut feeling, because nobody has time to read every item as it arrives.
Six processes an agent can take on here
Each one sets out what comes in, what the agent checks, what goes out and when a person has the final say. Your own process will have its quirks, and that is the one we want to hear about.
Check and refresh KYC documents
IntakeA refresh that is due, with a commercial register extract, ID copies and details of the beneficial owners.
DecisionThe agent checks the documents against the customer master data, registers and sanctions lists, and picks out discrepancies and deadlines.
ResultA complete review file with the results of the checks and a draft request for anything missing.
Prepare a corporate loan application
IntakeAn application with annual accounts, management accounts, collateral and the purpose of the loan.
DecisionThe agent extracts the figures from the financial documents, calculates the ratios using your in-house methodology and checks that everything is complete and plausible.
ResultA pre-filled credit file with ratios and a suggested rating, plus notes to support the credit vote.
Categorise and answer a complaint
IntakeA complaint by email, letter or through the portal about an account, a charge or advice the customer received.
DecisionThe agent identifies the customer and the matter, checks the schedule of charges and the history, and recognises whether the case is relevant to the regulator.
ResultA complaint file with a category, a deadline and a draft reply.
Handle a bereavement case
IntakeA death certificate with a covering letter from relatives or a notary, often asking which accounts and contracts exist at all.
DecisionThe agent finds all of the deceased's accounts, securities accounts and powers of attorney. It checks the heirs' proof of entitlement and identifies which documents are still missing.
ResultAn estate file with an overview of assets and a draft request for the missing documents, plus a list of accounts that should be frozen.
Prepare for a client meeting
IntakeAn appointment in the corporate relationship manager's diary with the customer number and a subject, such as an annual review or a financing request.
DecisionThe agent pulls together accounts, loans, recent contacts and open issues, and identifies which products and deadlines are likely to matter in the meeting.
ResultA meeting brief in the CRM with a customer overview and open points, plus relevant notes from advice records.
Assess a supplier contract for outsourcing
IntakeA draft contract from an IT or service provider that a business unit wants to sign.
DecisionThe agent checks whether the arrangement counts as outsourcing under MaRisk. It looks for missing clauses on audit rights, data location and termination, and checks how the provider is recorded in your register.
ResultA risk assessment with the relevant clauses highlighted and a pre-filled entry in the outsourcing register.
Your process is not on the list?
Then it is probably the more interesting one. Use our Process Check to describe what piles up every week in three sentences, and we will tell you honestly whether an agent could take it on.
Categorise and answer a complaint
We would start with complaints. The process has clear deadlines, and the team is small enough to feel the difference straight away. The agent makes no credit decisions here, which makes the conversation with compliance and internal audit much easier.
Our target40%less time per KYC refresh is what we think is realistic, with the checks and the request for missing documents already prepared. The decision stays with a person.
Agentreads
Done09:41
Awaiting approvalApproval by a colleague
Log
What the agent needs
The agent needs customer master data and accounts from the core banking system, documents from the DMS, the contact history from the CRM and the business units' inboxes. We provide this in Microsoft Fabric, with Purview classification and an access log, so your internal audit team and the agent are looking at the same data.
Typical systems in your industry
agree21SAP S/4HANAAvaloqSalesforce Financial Services CloudMicrosoft Dynamics 365d.velop
Questions banks ask us
How does this fit with MaRisk and DORA?
From the regulator's point of view, the agent is an IT application like any other. It has an Entra identity, an authorisation concept and a log of every action. We provide the documentation your internal audit team needs for its review, so it doesn't have to be written on your time.
Does the agent make credit decisions?
No. It reads, calculates and prepares. The credit vote goes through front office and back office as it does today, and that is what we would advise for the first two years.
Where do the language models run?
In Microsoft Foundry, in your tenant. The deployment keeps processing in the EU, and your data is not used for training. You decide which model to use, and switching is a configuration change, not a new project.
What happens if the agent has to be switched off?
You use the kill switch that every one of our agents has. Cases go back into the queue they came from. Nothing is lost, because the agent only works through the systems you already have.
What challenge is your business facing?
Your challenge is what interests us most. Send us a few lines about it. We will look at it free of charge, based on the systems you use today, and tell you honestly whether an agent is worth it.
