Published: Sep 22, 2025

When a Global Financial Services Leader Went ‘AI‑First,’ NCS helped make it real

At NCS, we love working with organisations that don’t just adapt to disruption — they set the pace. 

When a global financial services provider, underpinning some of Australia’s largest financial institutions, decided to reimagine the way members and employees experience their services, they didn’t dip their toe into AI - they dove in. 

This was not a ‘wait and see’ organisation. With a foundational role in the country’s financial infrastructure, they understood that AI is not just a tool for efficiency — it’s a strategic enabler of trust, resilience, and human connection. And they set a clear ambition: 

Be an AI‑first leader. Move fast. Deliver real outcomes.

The brief to NCS was simple and bold: 

“Help us use Generative AI to simplify complexity, empower our people, and raise the standard of service across our industry by improving customer service and employee experience and productivity.”

In their world, responsiveness isn’t just appreciated, it’s expected. Service quality underpins member confidence. They chose to apply GenAI where it would matter most—lifting speed, consistency, and confidence across customer and employee journeys—without compromising trust or compliance. 

For a case management scenario, service teams were dealing with an unrelenting stream of member and institutional email requests, creating bottlenecks and slowing response times. They needed to efficiently triage and prioritise these requests, improve turnaround times and deliver exceptional service. 

For a knowledge and HR scenario - Knowledge good knowledge of funds and financial operations needed to give service teams and institutional clients instant, reliable access to policies, product details, and operational guidance.

For an employee onboarding scenario - onboarding for new employees needed to remove friction, reduce cycle times, and help people hit the ground running.

Importantly they wanted to:  

• Give members faster, more accurate answers – every time.  
• Free employees from low‑value tasks so they could focus on what matters.  
• Build resilience in a highly regulated sector where trust is non‑negotiable.  
• Increase agility to compete as AI adoption accelerates across the market.

This wasn’t just about solving today’s operational pressures. It was about laying a platform for an AI‑powered future.
 

Our client had no interest in small pilots destined to gather dust. Together, we built production‑ready, agentic AI solutions on a secure, Azure‑native architecture — designed to scale, perform, and deliver across both case management and knowledge management.
 

1. Knowledge Agent – Confidence at the Speed of Conversation 

Now live across the client organisation and multiple major financial institutions, the Knowledge Agent equips teams with fast, compliant answers — without the manual hunt for the right document. 

Impact: Faster resolution. Reduced knowledge gaps. Greater consistency. An uplift in both employee confidence and customer trust.
 

2. Case Management Automation – More Time for What Matters 

A multi‑agent solution now takes on the heavy lifting of reading, understanding, classifying, and triaging tens of thousands of incoming messages every month. This curated‑inbox approach helps:  

• Reduce case handling time from approximately ~3 minutes to 90 seconds  
• Lower costs by around 90%  
• Give employees more time for high‑value, human‑centric problem‑solving 

Built for 24/7 uptime and grounded in responsible AI principles, this automation doesn’t replace people — it amplifies them.
 

Our roadmap with the client includes:  

• Reusable AI components for faster future deployments  
• Multi‑agent orchestration to coordinate work across systems  
• New AI agents to support internal HR services and elevate employee experiences  
• A library of playbooks for secure, compliant scale 

It’s a partnership that’s delivering value now, while building capability for what comes next.
 

“In a business where our client manages other people’s money, trust isn’t optional – it’s essential.

This transformation positions them to grow, thrive, and lead with confidence in the AI era. By embedding AI with audit-ready guardrails, our client is enabling its people to deliver richer, faster, and more trusted experiences for millions of Australians.”

Shailesh Panday, Financial Services Industry Lead, NCS Australia

• An AI partner, not just a tech vendor  
• Deep AI engineering and digital resilience capability  
• Experience moving AI from the lab to real‑world scale  
• Expertise navigating approvals, security, and change in complex enterprise environments 

Together, we’ve shown what’s possible when a visionary AI‑first business works with a partner who can match their pace. 

This is more than digital transformation.

It’s proof that with the right ambition, the right AI, and the right partnership, an industry leader can reinvent how trust, service, and human connection are delivered — at scale.