Transforming Customer Engagement and Operational Decision-Making with Watsonx
A major financial services institution sought to modernize its customer engagement model and improve real-time decision-making across its lending operations. Legacy systems, inconsistent data pipelines, and manual service processes slowed response times and limited personalization.
By partnering with Nexright, the institution deployed Watsonx, enabling an enterprise-grade AI platform capable of ingesting vast datasets, generating actionable insights, and automating frontline decision workflows. The transformation unlocked more efficient operations, more consistent customer experiences, and a scalable foundation for responsible AI adoption.
Business challenge
The organization was operating with multiple disconnected systems that struggled to support modern customer expectations. Increasing regulatory demands, rapid changes in lending criteria, and the need for more transparent decisions placed added pressure on internal teams.
Key Challenges:
- Fragmented data sources across underwriting, customer service, and risk units, resulting in slow and inconsistent decision-making.
- Manual review processes that caused bottlenecks during peak customer interactions.
- Limited ability to personalize engagement due to unstructured data remaining unused.
- Operational and compliance risks stemming from inconsistent documentation and audit practices.
- Growing need for explainable AI to support transparent, customer-facing decisions.
The organization required a scalable and trusted AI platform that could unify data, automate intelligence, and support human-centered decision processes.
Solution
Working closely with Nexright, the institution adopted Watsonx as its enterprise AI foundation. Nexright designed a comprehensive modernisation approach using Watsonx.data, Watsonx.ai, and Watsonx.governance to create a unified AI operating layer across the business.
Solution Highlights:
- AI-Powered Decision Support
Watsonx.ai models were trained to analyze historical lending patterns, customer documents, behavioural data, and external economic signals to generate real-time recommendations for agents. - Automated Document Understanding
Unstructured data such as loan documents, email queries, and service transcripts were processed through Watsonx to extract key attributes and reduce manual workload. - Responsible & Explainable AI Framework
Watsonx.governance ensured each model met compliance, fairness, and transparency requirements—critical in a regulated lending environment. - Operational Workflow Automation
Common decision workflows were redesigned using Watsonx insights, enabling faster approvals, routing, and exception handling. - Continuous Learning & Improvement
With Watsonx.data serving as the enterprise data store, models continually learned from new interactions, improving accuracy over time.
This unified AI ecosystem enabled the institution to deliver faster, more personalized, and more compliant customer experiences, while reducing operational strain.
Solution components
- Watsonx.ai
- Watsonx.data
- Watsonx.governance
Unified AI Platform
Centralized ingestion, storage, and activation of structured and unstructured data for AI-driven decisions across departments.
Explainable Decision Intelligence
Watsonx.governance ensured transparency and auditability for all automated and augmented decisions, supporting regulatory alignment.
Operational Automation
AI-powered workflows reduced manual repetitive tasks and accelerated customer interactions across service and lending units.
Result
- 40% faster decision turnaround time, improving customer satisfaction during home-buying and lending interactions.
- Reduction of manual review workload by ~1,200 hours/month, enabling teams to focus on higher-value engagement.
- Zero compliance breaches due to embedded explainability and model governance.
- Higher agent confidence, with AI providing consistent, data-driven guidance during customer conversations.
- Improved personalization, powered by real-time data activation and continuous learning.
With Nexright and Watsonx, we’ve built a decision platform that improves customer confidence, helps our teams make faster and more accurate decisions, and gives us a scalable AI foundation we can trust.
— Executive Director, Digital Transformation & Customer Strategy