AI Agent

Banking Agent

Banking Agent that automates finance workflows using your data and tools.

The challenge

Branch and contact-centre teams answer the same product questions all day while onboarding waits on manual document checks. Answers vary by adviser, the line into regulated advice is easy to cross by accident, and proving what disclosure a customer received means pulling the call recording.

The outcome

Azure AI Document Intelligence checks identity and KYC evidence, Azure AI Search grounds every answer in the published product terms, and Azure AI Content Safety detects when a question crosses into advice. Non-advised service completes automatically; credit, advice and complaints go to a qualified banker.

At a glance

Type: ai agents
Category: industry

Next step

Move from solution to engagement.

Build This Solution

01 — Architecture

End-to-end architecture

A customer arrives on any channel. Identity and product holding are resolved first, KYC documents are read by Document Intelligence, and the Foundry agent answers from published product terms. Non-advised, in-policy service completes automatically — advice, credit and complaints go to a qualified banker.

Figure 1 — End-to-end reference architecture for a banking service agent on the Microsoft stack.

02 — Workflow

Process & decision workflow

How a customer request is identified, verified, answered and actioned — then branched. Routine, non-advised service completes with the product term cited, while advice, credit and complaint decisions are handed to a qualified banker with the full context.

Figure 2 — Identify → verify → retrieve → answer → act → regulated branch → self-serve or banker.

03 — Components

Key Microsoft components

Banking service is a regulated conversation — identity, grounding, action and evidence all stay on the Microsoft stack.

Azure Static Web AppsDigital banking and self-service experience.
Azure Communication ServicesSecure messaging, notifications and one-time codes.
Azure API ManagementSecure gateway for core banking, payments and card APIs.
Azure Container AppsAgent runtime and tool endpoints that scale with demand.
Microsoft Foundry Agent ServiceService, verification and escalation orchestration.
Azure OpenAI modelsGrounded answers, multilingual replies and case summaries.
Azure AI SearchRetrieval over product terms, fees, policy and procedures.
Azure AI Content SafetyDetects advice-like output and enforces disclosure rules.
Azure AI Document IntelligenceReads identity documents and KYC evidence.
Microsoft Entra permissionsEntitlement resolution and permission-aware retrieval.
Azure Logic AppsStatement, limit, dispute and servicing workflows.
Azure SQLCases, decisions, disclosures and audit records.
Azure Key VaultKeys, tokenisation secrets and integration credentials.
Power BI / Microsoft FabricService, deflection, risk and complaint dashboards.

04 — AI

What the agent consumes

The capabilities the agent applies to every interaction, and the line it does not cross.

AI capabilities embedded in the agent

Identity verification
KYC document extraction
Entitlement resolution
Intent detection
Retrieval-augmented generation
Product-term citation
Multilingual answering
Dispute case creation
Sanction and risk screening
Advice-boundary detection
Case summarisation
Escalation routing

AI responsibility boundaries

The agent handles non-advised, in-policy service and cites the product term behind every answer. It does not give regulated financial advice, approve credit, close accounts or decide complaints — all of which route to a qualified banker. Every interaction stores the disclosure given, the evidence used and the person who decided.

05 — Personalization

Personalization & evolving process

The same methodology applies to every agent in the catalog. Tune the product set, the service template, the regulatory rules and the value model — the page structure stays identical.

Customer & product profile

Define the segments, products, channels, languages and regulatory regime in scope. The personas are the customer, the branch or contact-centre banker, the compliance officer and the complaints team.

06 — Impact

Key outcomes & business impact

Starting targets for the value case — validate each one against the customer baseline during discovery.

Query deflection45%+Routine servicing never reaches a banker queue.
Onboarding timeMinutesKYC evidence is read and checked as it is submitted.
Handling time−35%Bankers open each case with context already gathered.
Disclosure evidence100%Every answer stores the term cited and the disclosure given.