"Most banks are deaf to 99% of their customer interactions. Bankinter decided to listen to everything—and then built an AI that could actually solve the problems it heard."
The Architecture of the Problem: The Knowledge Leak
Bankinter faced a critical operational collapse. Across 550 offices, they were handling over 3,000 daily inquiries with a support structure that couldn't keep up.
The Invisible Friction
A 25% quarterly staff turnover meant that business knowledge was constantly "leaking" out. New agents required endless, costly training cycles, yet service quality continued to degrade.
The Operational Blindness
Management was making decisions based on the "1% Myth"—auditing only a tiny fraction of calls manually. The remaining 98–99% of customer interactions remained a "Black Box."
The Goal
Scale support architecture without increasing headcount or compromising resolution quality.
The Lexic Solution: The Double Hélice (Passive + Active)
We deployed a Conversational Intelligence Core that acted as a living "Corporate Brain," integrating both sides of the Lexic Pulse engine:
- Passive Listening (Building the Ground Truth)
- Active Orchestration (Custom Care Agents)
1. Passive Listening: Building the Ground Truth
Before automating, we had to understand. We audited 100% of the omnichannel interactions Bankinter already had.
- Semantic Mapping: We identified every recurring objection, friction point, and query type across thousands of hours of audio and text.
- Knowledge Structuring: This data was transformed into a Semantic Knowledge Base, capturing the collective intelligence of the bank's best performers and formalizing it into a "Source of Truth."
2. Active Orchestration: Custom Care Agents
Leveraging that Knowledge Base, we deployed Multi-Modal AI Agents (Voice and Chat) to handle the front line:
- Autonomous Resolution: These aren't simple chatbots. They are agents capable of navigating complex business logic to resolve queries end-to-end.
- 100% Overflow Coverage: Lexic agents now handle all telephone and chat peaks, eliminating wait times and human friction entirely.
Deterministic Outcomes: Efficiency at Scale
By shifting from reactive manual auditing to proactive AI intelligence, the ROI was immediate and measurable:
- 80% Autonomous Resolution: 2,400 daily inquiries are now resolved without any human intervention.
- 75% OPEX Savings: We eradicated the need for an oversized, outsourced call center to manage volume spikes.
- Zero Training Latency: High-fidelity knowledge is now instantly accessible. The "Corporate Brain" never forgets and doesn't need a 4-week onboarding process.
- From 1% to 100% Visibility: Management now has real-time insights into every single customer interaction, turning support from a cost center into a strategic data asset.
The Challenger Insight
"Bankinter didn't just solve a volume problem; they solved a blindness problem." By auditing the 100% (Passive) to build the intelligence, and then deploying that intelligence via Custom Agents (Active), they moved from guessing what their customers needed to knowing and solving it in real-time.