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Enhancement of mBank's LiveBank Virtual Branch with AI and Mobile Video Integration
  1. case
  2. Enhancement of mBank's LiveBank Virtual Branch with AI and Mobile Video Integration

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Enhancement of mBank's LiveBank Virtual Branch with AI and Mobile Video Integration

ailleron.com
Financial services

Challenges in Modern Digital Banking Engagement

mBank faced limitations in providing real-time expert financial consultations to mobile users and lacked AI-powered tools to enhance employee productivity in digital customer service.

About the Client

A digital-first bank focused on innovative customer-centric financial solutions

Strategic Modernization Goals

  • Implement secure mobile-optimized video consultation channels
  • Integrate AI-driven support tools for banking staff
  • Enhance digital customer experience across devices
  • Maintain compliance with financial regulations

Core System Capabilities

  • Responsive video consultation interface for mobile/web
  • AI-powered customer query analysis and response suggestions
  • Secure authentication for financial transactions
  • Cross-platform synchronization across devices

Technology Stack Requirements

WebRTC for video communication
AI/ML frameworks (TensorFlow/PyTorch)
Cloud-native architecture (AWS/Azure)
Mobile SDKs for iOS/Android

System Integration Needs

  • Core banking systems (CBS)
  • Customer Relationship Management (CRM)
  • Identity verification services
  • Payment gateways

Operational Requirements

  • End-to-end encryption for video sessions
  • 99.9% system availability SLA
  • Real-time latency under 200ms for video
  • Scalable infrastructure for peak loads

Anticipated Business Outcomes

Projected 40% increase in digital customer satisfaction scores, 25% reduction in consultation handling time through AI augmentation, and expanded market share among mobile-first banking demographics while maintaining regulatory compliance.

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