A Small Finance bank in Malaysia with strong customers base needed AI that felt human not robotic. DraconX designed, built, and deployed a responsible generative AI assistant that now handles the majority of customer interactions faster, more accurately, and with measurably higher satisfaction than the previous model.
The Opportunity
MID Bank operates in Malaysia which manages over 2 million active customer relationships. As digital banking volumes grew and in branch transactions declined, the bank’s contact centre faced escalating demand for support driven primarily by repetitive, high-volume queries around account balances, card management, transfer status, and product information.
Agent attrition was rising due to the repetitive nature of the work. Wait times were growing. And the bank’s leadership, committed to a people first philosophy, was unwilling to deploy a solution that felt impersonal or that left vulnerable customers without a path to human support. They needed generative AI done responsibly knowledgeable, empathetic, and safe.
Following a competitive evaluation, MID selected DraconX for its proven responsible AI framework, its experience in regulated financial environments, and its track record of deploying conversational AI that consistently scores well on both resolution quality and customer warmth.
We didn't want a chatbot that deflects. We wanted an AI that genuinely helps and knows when a human needs to step in. DraconX built exactly that.” — Dr. Fatima Al-Rashid, MID Bank
The Solution
A Responsible, Multilingual Generative AI Customer Assistant
The Impact
The Support Centre Reimagined: Faster, Cheaper, and Genuinely Customer-Centric
Within six months of full deployment, 82% of all customer support interactions were being resolved entirely by the AI assistant exceeding the 65% project target by a significant margin. Average resolution time fell from 10 minutes for contact centre calls to under 2 minutes for automated interactions.
Support centre operating costs fell by 52%, enabling MID to redeploy agents to complex relationship management, financial hardship support, and proactive outreach roles reducing attrition markedly and improving agent job satisfaction scores. The bank reinvested a portion of the savings into expanding its financial wellness advisory service.
Digital support rose by 28 points which is a remarkable achievement in a channel that customers have historically rated poorly. Post-interaction surveys cited speed, accuracy, and clear communication as the primary drivers of satisfaction, with multiple customers specifically noting that the assistant felt like talking to a knowledgeable, attentive person rather than navigating a decision tree.
“The technology is impressive. What sets DraconX apart is how thoughtfully they approached the human dimension safety, empathy, and trust were built in from day one.”