Problem Description
Financial institutions need 24×7 intelligent servicing that’s fast, personalized, and compliant. Incoming client requests across channels (chat, email, voice) often require sentiment-aware routing, RAG-enabled personalized advice, and strict compliance checks —a combination that’s hard to scale with humans alone. Automating this with a coordinated multi-agent system reduces cost, speeds response, improves CX, and prevents regulatory breaches while keeping human oversight where it matters.
Working of Template
- Ingest client messages from any channel.
- Classify sentiment & urgency to prioritize and route.
- Generate a context-aware response with RAG and KB access.
- Run compliance/privacy filters on outgoing content.
- Add personalized wealth/market insights where relevant.
- Dispatch notifications and create audit trails.
- Escalate to human agent when guardrails trigger.
Benefits
- 40%+ reduction in tier-1 service cost per interaction.
- Faster SLAs, improved CSAT, fewer compliance incidents, higher engagement & wallet-share.
Agents Required
Agent Name: Customer Service Copilot Agent
Role & Capabilities: Retrieve KB content, fill templates, generate replies, log context, invoke Compliance Filter before send.
Agent Name: Smart Advisor Agent
Role & Capabilities: Fetch client profile, query RAG on docs/market KB, create insight snippets, attach sources.
Agent Name: Sentiment & Intent Analysis Agent
Role & Capabilities: NLU classification, confidence scoring, tagging, route decisions, SLA assignment.
Agent Name:Compliance & Communication Filter Agent
Role & Capabilities: Runs rule-based & ML filters, annotates required disclosures, returns pass/fail with suggestions.
Agent Name: Insight Delivery & Notification Agent
Role & Capabilities: Format messages per channel, call channel APIs, track delivery.
Agent Name: Audit & Human Escalation Agent (Optional but recommended)
Role & Capabilities: Assemble conversation bundle, present to UI/human, apply human resolution, update KB.
Agent Name: Analytics & Feedback Agent (Optional)
Role & Capabilities: Aggregate logs, compute KPIs, surface drift and feedback loops.
Syncloop API Usage
| Endpoint | Method | Input Parameters | Output Format |
|---|---|---|---|
| /inbound/message | POST | {channel, client_id, message_text, metadata} | {message_id, received_at, status} |
| /nlp/classify | POST | {message_id, text} | {intent, sentiment_score, urgency, confidence} |
| /kb/retrieve | GET | ?query=&client_profile_id= | {results: [{doc_id, excerpt, score}], context_id} |
| /rag/generate | POST | {context_id, prompt, max_tokens} | {generation_text, sources: [{doc_id, span}], score} |
| /compliance/check | POST | {outbound_text, client_id, channel} | `{status: PASS |
| /notify/send | POST | {channel, client_id, message_payload} | {notification_id, status, delivered_at} |
| /audit/log | POST | {message_id, agent_actions[], compliance_result, human_flag} | {audit_id, stored_at} |
| /escalate/human | POST | {audit_id, reason, urgency} | {case_id, assigned_to} |
| /analytics/report | GET | ?start=&end=&metric= | {metric, value, trend} |
| /kb/update | PUT | {doc_id, content, tags} | {doc_id, version, updated_at} |
Flow Summary
- Client message POSTed to /inbound/message.
- Sentiment & Intent Agent calls /nlp/classify → assigns priority & route.
- Copilot calls /kb/retrieve and /rag/generate to draft reply.
- Draft forwarded to /compliance/check. If BLOCK → send to /escalate/human.
- If PASS → /notify/send dispatches message; /audit/log stores action.
- If client needs insights, Smart Advisor augments reply with /rag/generate using client profile.
- Analytics Agent queries /analytics/report to update KPIs and retraining datasets.
Optional Enhancements
- Add a Real-time Voice Agent for IVR+NN-based sentiment in calls.
- Integrate Market Data streaming for minute-level portfolio alerts.
- Add Federated Learning for on-prem client data privacy.
- Add automated KB self-update agent to ingest human-reviewed Q&A.
- Integrate a dedicated Fraud Detection API to block suspicious requests.
Ideal (Key Performance Indicator) KPIs to Measure Success
- First Response Time (target: < 30 seconds for chat).
- Resolution Rate by Bot (target: ≥ 65% for Tier-1).
- CSAT Score (target: +10 pts vs baseline).
- Compliance Pass Rate (target: 99.9% auto-pass).
- Cost per Interaction (target: −40%).
- Escalation Accuracy (human review needed ≤ 5% false positives)
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