American fintech Jack Henry has selected boost.ai, the developer of AI agents for regulated enterprises, to deploy secure, conversational AI within Jack Henry’s extensive network of financial institutions across the US.
Through this collaboration, Jack Henry plans to deploy AI agents for its contact centre clients, to help enterprises unlock enhanced 24/7 self-service capabilities while remaining fully compliant. Jack Henry says it selected boost.ai for its high security standards and delivery track record for enterprises at scale.
Many financial institutions are facing increasing pressure to deliver fast and always-on service securely to meet rising customer expectations. But this can prove difficult when considering the requirements to remain regulatory compliant.
Jack Henry, which serves around 7,500 banks and credit unions, says this problem is further exacerbated by the need to scale this solution across thousands of live use cases. By implementing boost.ai’s solution, Jack Henry hopes to automate user authentication, among other repetitive tasks, freeing up valuable time for human agents.
“We’re unwavering in our commitment to technology that is safe for our enterprise clients and their users. While we’re committed to delivering new solutions that can revolutionise the customer experience, our threshold to adopt AI agents was no different than any technology before it,” said Mark Hampton, managing director of the customer success group at Jack Henry. “boost.ai brings both the regulatory discipline and real-world experience we need. Their existing success stories mirror the challenges of our clients, making the alignment seamless.”
Safely enhancing the customer experience
The initial rollout will focus on automated user authentication and responding to the five most common client inquiries Jack Henry’s call centre receives. As a result, Jack Henry estimates that nearly 32 per cent of total call volume will be automated, saving 4,500 hours monthly and allowing live agents to refocus efforts on more complex inquiries.
“For over a decade, we’ve developed and delivered AI solutions that meet the high regulatory standards of financial institutions, successfully enhancing the customer experience for enterprises such as Nordea and DNB,” added Jerry Haywood, CEO of boost.ai. “Jack Henry’s decision to work with boost.ai reflects a significant shift in the US AI market, as they have placed their confidence in us to deliver AI agents that are both powerful and compliant, modernising everyday interactions without compromising customer privacy or trust.”
Jack Henry revealed that the AI-driven time savings will have a significant impact on their overall customer service capabilities, and plans to expand the strategic alliance to include boost.ai’s agent assist capabilities shortly.
