How Thunai AI Automates Outbound Calls and Customer Support for Banks

Client Overview

Our client is a leading digital-first bank serving millions of customers. They manage a high-volume contact center that handles both aggressive outbound sales campaigns and massive inbound support traffic.

Every day, thousands of calls and chats flood in regarding credit card closures, balance inquiries, and loan eligibility checks.

Which is why, the client mentioned that they cannot afford to lose high-value customers due to poor service or miss out on cross-selling opportunities due to agent fatigue or lack of resources.

The Challenges: Missed Revenue, Agent Burnout, Disconnected Data

The bank's operations team struggled to balance speed with quality. They relied on manual dialing for sales and disjointed systems for support. Agents were overwhelmed, often switching between five different screens to answer a single question.

This operational friction created three major bottlenecks:

• Low Conversion on Outbound: Sales agents wasted hours dialing unresponsive numbers or pitching generic offers. Without real-time intelligence, they missed crucial intent signals. Valuable loan and credit card upgrade opportunities were lost because the pitch did not match the customer's immediate financial context.
  
• Inbound Support Overload: The support queues were clogged with routine queries. Highly trained staff spent their days answering questions like What is my balance? or Am I eligible for a loan? instead of resolving complex disputes. This manual workload led to long hold times and prevented skilled agents from focusing on high-value issues.
  
• Fragmented Customer Context: Data lived in silos. If a customer chatted about a card closure on Monday and called on Tuesday, the agent had no idea. There was no living, unified knowledge system to bridge the gap between the CCaaS logs and the core banking CRM, causing customers to repeat their stories.
  

Our Intelligent Solution

We automated the bank's core communication layer. The team integrated Thunai Omni and Thunai MCP directly into their existing VoIP and CRM stack. This created a unified system that handles interactions autonomously while keeping a human-in-the-loop for complex issues.

Thunai acts as the central brain for the bank. By connecting Thunai Omni to the telephony infrastructure and Thunai Brain to the policy documents, we deployed agents capable of understanding complex financial products.

This setup transformed the banking workflow:

• Automated Outbound Campaigns: We replaced manual dialing with intelligent automation. Thunai Omni now manages outbound calls via the bank's CCaaS. It uses Thunai Revenue AI to actively listen to conversations and detect sales opportunities during interactions. This ensures credit card upgrade offers are pitched only to eligible customers based on confidence mapping and intent indicators.
  
• Zero-Touch Inbound Resolution: We automated routine support. Thunai Brain ingests the bank's policy documents, spreadsheets, and standard operating procedures to create a single source of truth. When a customer asks about loan eligibility or interest rates, the AI retrieves the exact answer instantly from this unified knowledge base, preventing hallucinations and ensuring compliance.
  
• Real-Time CRM Actions: We moved beyond simple Q&A. Thunai MCP connects to the core banking system to perform bidirectional syncs and actions. If a customer requests a card closure or balance check, the AI authenticates the user and executes the read/write action directly in the CRM without human intervention.
  
• Smoother Human Handoff: We protected the customer experience. If sentiment analysis detects frustration or negative sentiment during a sensitive call, Thunai Omni immediately alerts a human supervisor. The human agent can barge in with full context, seeing a live transcription and summary of what the AI has already discussed.

Conclusion

Thunai redefined how the bank interacts with its customers. The implementation turned a high-stress contact center into a revenue-generating powerhouse.

The system unified the bank's voice, chat, and data streams into one workspace. Support costs dropped as the AI handled a majority of routine queries autonomously.

Simultaneously, outbound conversions rose significantly as agents focused only on high-intent leads identified by Revenue AI. The bank now delivers personalized financial advice at scale, 24/7.