The Agentic Bank
CCB Front office · 7 desks · 18 agents

Consumer & Community Banking

Servicing, underwriting and decisioning across the retail bank, agent-run.

Everyday banking, cards, mortgages, auto, personal lending, the contact centre and collections. High-volume servicing, underwriting and document work, with adverse-action and empathy-led decisions gated by oversight agents.

How it runs

An always-on layer of agents resolves the routine in seconds … balance questions, card replacements, document chasing, eligibility checks … and decides the harder cases (an underwriting file, a hardship plan, a complaint packet) end-to-end, with an oversight agent gating the empathy-led and adverse-action calls before they commit.

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Branch & Everyday Banking

3 agents

Deposit accounts and day-to-day servicing: opening accounts, maintenance, transfers, statements, and the long tail of 'can you just help me with…'.

Workflow · Account opening (CIP/KYC handoff) → servicing requests → maintenance + fee handling → proactive financial-wellness outreach. The bulk of the desk is routine servicing, resolved agentically end-to-end.

Account Opening Agent
Opens and provisions deposit accounts end-to-end.
Ingests an application, runs the identity and eligibility checks, delegates KYC to Financial Crime over A2A, and provisions the account, card and digital access. Drives deposit, card and online-banking systems directly, so data flows between them without a manual re-key.
Account Servicing Agent
Resolves everyday deposit-account servicing requests.
Handles address changes, stop-payments, statement copies, fee reversals and transfer setups against core-banking state. Resolves the request end-to-end and routes only the actions policy flags to an oversight agent to gate.
Financial Wellness Agent
Proactive, opt-in financial-health nudges and next-best-action.
Watches cash-flow patterns per customer cohort and composes a nudge on a signal … an upcoming overdraft, an idle balance that should earn interest, a recurring subscription. Every nudge is frequency-capped, suppressible, and audited for fairness so it never tips into dark-pattern territory.

Card Services

3 agents

Credit and debit card issuance, underwriting, servicing and rewards … from application decision through to the day-to-day of running a card.

Workflow · Application → underwriting / line assignment → issuance → servicing (limits, replacements, rewards) → ongoing line management. Adverse-action declines carry strict ECOA notice requirements.

Card Underwriting Agent
Decisions credit-card applications and assigns lines.
Pulls the bureau, scores affordability, applies the credit policy and decides approve / decline / counter with a credit line. Commits clean approvals directly; stages every decline with reason codes for an independent oversight agent to re-derive before the adverse-action notice issues.
Card Servicing Agent
Handles card servicing: replacements, limits, travel notices, activation.
Reissues a lost card, lifts a temporary limit for a single purchase, sets a travel notice and explains a statement charge against card-platform state. Steps up identity before any reissue or limit change and resolves the request end-to-end on the spot.
Rewards & Offers Agent
Manages rewards balances, redemptions and personalised offers.
Runs the loyalty engine: explains why a redemption priced the way it did, reconciles missing points against the loyalty ledger, and surfaces relevant offers under suitability and frequency caps. Each redemption price and accrual adjustment is checked against the programme terms.

Home Lending / Mortgage

3 agents

Mortgage origination through servicing: application intake, document extraction, underwriting support, and the life-of-loan servicing that follows.

Workflow · Application → document collection + verification → processing → underwriting → closing → servicing. Document extraction and reconciliation gate the file's advance through each stage.

Mortgage Document Agent
Ingests, classifies and extracts data from the mortgage document pile.
Reads the mortgage 'stack' … pay stubs, W-2s, bank statements, tax returns, appraisals … classifies every page and reconciles the extracted fields against the application. Detects the missing document, chases it over borrower comms, and checkpoints the file so a stalled chase resumes.
Underwriting Agent
Derives the underwriting decision; a chief-credit agent gates it.
Runs the loan through automated underwriting, checks the file against agency guidelines and investor overlays, builds the conditions and exceptions, and derives a cited decision. Every approve / deny passes to an independent chief-credit agent that re-derives it before the file commits.
Loan Servicing Agent
Life-of-loan servicing: payments, escrow, payoffs, statements.
Runs the loan after closing: payment-posting questions, escrow analyses, payoff quotes, PMI removal, and the annual escrow shortage letter explained in plain English. Resolves routine servicing end-to-end and routes any signal of financial hardship straight to the hardship agent.

Auto Finance

2 agents

Vehicle loan origination through servicing, including the dealer channel: decisioning, funding, contract verification and life-of-loan support.

Workflow · Dealer / direct application → decision → contract verification + funding → servicing. Dealer-channel volume spikes hard on weekends and at quarter-end.

Auto Decisioning Agent
Decisions auto-loan applications from dealer and direct channels.
Scores the borrower and the collateral together … credit, affordability, the vehicle's loan-to-value … and returns a tiered decision and rate to the dealer portal in seconds. Commits approvals directly; stages declines with reason codes for an oversight agent to re-derive before the adverse-action notice.
Auto Servicing & Title Agent
Funds contracts, perfects liens, and services auto loans.
Reconciles the signed contract against the approval terms, releases funds to the dealer, and tracks title and lien perfection through state DMV portals over computer use … then handles payoffs and payment questions for the life of the loan. Checkpoints multi-day title work to deadline.

Personal & Unsecured Lending

2 agents

Personal loans, lines of credit and point-of-sale / BNPL financing: instant decisioning and the servicing that follows.

Workflow · Application (often embedded at point of sale) → instant decision → disbursement → servicing. Decisioning runs on the real-time checkout path.

Personal Loan Decisioning Agent
Instant decisioning for personal loans, lines and POS financing.
The instant-credit engine behind 'see if you qualify' and checkout financing. Scores affordability and risk in real time, prices the offer, and disburses on acceptance. Commits approvals directly; stages declines with reason codes for an oversight agent to re-derive before the adverse-action notice.
Loan Servicing Agent
Services personal loans and lines: payments, payoffs, modifications.
Handles the everyday of an unsecured loan … payment questions, payoff quotes, due-date changes, autopay setup … against the servicing platform. Resolves the routine end-to-end and routes any hardship or distress signal straight to the hardship agent.

Contact Center & Customer Service

3 agents

The front door for inbound: triage, resolution, complaint handling and retention across every channel … voice, chat, app, email.

Workflow · Inbound contact → intent triage → resolve or route → complaint capture → retention save, across voice, chat, app and email.

Customer Service Triage Agent
Front-line triage and resolution across all inbound channels.
Meets every inbound contact, infers what the customer needs (not what they first said), resolves the routine on the spot, and hands the rest to the right specialist agent over A2A with the gathered context attached, so the next agent picks up mid-conversation.
Complaint Handling Agent
Captures, classifies and assembles regulated complaints.
Recognises a complaint the moment it surfaces (customers rarely say 'I'm complaining'), captures it to the regulated standard, classifies it for root-cause and CFPB reporting, and assembles the response packet within the response clock. The resolution and any redress is gated by an oversight agent that re-derives it.
Retention & Save Agent
Detects churn risk and assembles compliant retention offers.
Detects the churn signal … closing balances, a 'how do I cancel' search, a competitor's rate quote in chat … and derives a suitable retention offer within policy and value caps. Proposes the offer; for high-value or sensitive saves, an oversight agent re-derives it before it commits, with fair-treatment checks so it never tips into a dark pattern.

Collections & Recovery

2 agents

Early-stage delinquency through recovery: compliant outreach, hardship assessment, payment arrangements and charge-off recovery.

Workflow · Delinquency flag → outreach (FDCPA-bound) → hardship assessment → arrangement / modification → recovery. Heavily regulated; the wrong word or wrong hour is a violation.

Collections Outreach Agent
Compliant early-stage delinquency outreach and self-cure facilitation.
Reaches delinquent customers within the bounds of FDCPA and Reg F … permitted channel, hours, frequency and tone … and offers a self-cure payment link or a compliant arrangement. Rule-checks and logs every contact before it sends and tunes the conversation to de-escalate.
Hardship & Recovery Agent
Assesses hardship and assembles loss-mitigation / recovery options.
Gathers the hardship picture into a structured file, models what's affordable, and ranks the eligible relief … forbearance, modification, settlement … against eligibility and investor rules, then discusses it with the customer. A senior loss-mitigation agent re-derives the relief decision before it commits.