Case Studies | Latitude Financial Ai Agents
How Latitude’s AI Agent transformed CX with Zero Risk
25% reduction
in handovers to human agents
10,000+
extra questions answered correctly weekly
11+ point
Net Promoter Score (NPS) uplift in 2 weeks
15% reduction
in Average Handle Time (AHT)
90% reduction
in ‘do not understand’ fallbacks
30+
new customer-led process flows
“What they could do just blew me away. It’s not buzzwords or just throwing AI in for the sake of it. These are targeted, ethical AI solutions that genuinely improve our customers’ lives.”
Sharni Howden, Channel Optimisation Lead, Latitude Financial Services
Better, faster and safer service at scale in two weeks
While 95% of enterprise AI pilots fail to scale, Latitude Financial Services has done it twice.
About Latitude Financial Services
Latitude Financial Services is a leading non-bank lender, supporting over 1.8 million customers and around 400 retailers across approximately 5,500 retail locations across multiple brands in Australia and New Zealand.
Highlights
Challenge
- Adding AI safely without adding risk
- Complex customer enquiries and clunky handovers
- Guessing at customer needs instead of knowing
Solution
- TrueIntent – understands what customers mean, first time
- TrueAction – automates routine tasks using internal systems
- TrueImprove – learns from every conversation
Results
- 25% fewer handovers
- 90% fewer “I don’t understand” responses
- Agents resolving issues 15% faster
Impact
- 11-point NPS boost in 2 weeks
- Agent focus on complex issues and upskilling
- Better service as a competitive edge
Challenge
Taking a proven AI Agent further without the risk
After proving the power of AI in customer service, Latitude Financial Services wanted to go further without exposing customers to any risk.
Sharni Howden, Channel Optimisation Lead for Latitude Financial Services, says there were three key barriers to customers getting better service.
“We wanted to take these barriers on with AI Agent capabilities that didn’t disrupt what was already working.”
When customers make long or complex enquiries
Customers often ask several things at once or write long, detailed messages. That can confuse AI systems. Latitude wanted to ensure their AI Agent understood every customer the first time, no matter how they phrased their question.
“We needed to be 100% confident the system accurately translated what customers needed at scale,” says Sharni.
“But we had to keep stress testing the tools and we wanted to stay hands off.”
When routine tasks slow down service
Many customer requests required agents to manually access multiple systems to check records or process updates. It was time-consuming for agents and kept customers waiting.
Even simple handovers were clunky. Agents had to scroll through long conversation histories to get up to speed.
“It’s tough for an agent to keep up when customers keep updating their inquiry,” says Sharni.
“We needed meaningful and accurate summaries for our agents to act on immediately.”
When standard reporting shows what happens, but not why
Analysing chat logs manually took too long and missed valuable patterns that could improve CX.
“How do you improve what you can’t measure?,” says Sharni.
“We needed to hear directly from customers, without the guesswork. We know who they are, we should act like it.”
“We wanted to speed up the part where we understand what they want – to improve self-service and save the customer from that awkward silence while the agent catches up on their history.”
Solution
How TrueX AI made Latitude’s AI Agent even smarter
Latitude Financial Services was already partnering with inGenious AI.
“They have a great track record of delivering for us, and we were keen to see the new AI Agent capabilities,” Sharni says.
To test the new TrueX AI capabilities, Latitude launched a three-month pilot designed to evaluate performance and safety.
Zero Risk AI: Safe innovation for financial services
Many AI projects in financial services fail because AI-generated content can create unacceptable risk. An AI Agent providing the wrong fee details or unlicensed financial advice is not an option.
inGenious AI takes a different approach. Its AI Agent features work behind the scenes, never generating customer-facing content.
“We were hearing horror stories about AI running wild in other businesses,” says Sharni.
“In financial services, you can’t afford to get it wrong, the risk is too high.”
TrueIntent helps the AI Agent understand what customers mean. If it ever fails, the system simply says, “Sorry, I don’t understand”, and routes the query to a human agent. There’s no chance of wrong information or poor advice reaching customers.
The Zero Risk AI framework allowed Latitude to deploy new AI capabilities safely in just two weeks, while many financial institutions are still tied up in pilots and reviews.
Enterprise-grade data security on an Australian-owned platform
- Data never leaves our security boundary
- SOC2 and ISO 27001 compliant
- No data is used to train LLMs
- No third-party access to your data
- AI models with enterprise-grade safeguards for data, copyright, and compliance
The implementation approach
Latitude rolled out the new AI Agent features in three phases:
- TrueIntent to better understand customer requests
- TrueAction to streamline handovers and automate processes
- TrueImprove to drive continuous learning from real customer data.
TrueIntent: Understanding what customers really mean
TrueIntent works behind the scenes to interpret what customers want, even if they don’t explain it clearly. It ensures people get the right help faster and avoids the “I don’t understand” loop.
For example, when a customer says, “I got a text about a login from New Zealand, but I’m in Australia”, TrueIntent understands they’re really asking, “Is this a scam?” and instantly routes them to fraud protection help.
TrueAction: Automating workflows end-to-end
TrueAction connects to internal systems like CRMs, ERPs and databases to automate complex workflows. When human input is needed, it creates smart handover summaries.
Latitude’s first focus was on making handovers more efficient. TrueAction created smart summaries within Zendesk, showing agents customer details and next steps.
TrueImprove: Learning from every conversation
TrueImprove analyses every customer interaction to identify trends, frustrations and opportunities to build exactly what customers need.
Teams can generate instant reports or ask simple questions like “What are customers most frustrated about?” and receive clear, data-driven insights based on real conversations.
“As soon as I saw the inGenious AI team using TrueImprove, I wanted it!” says Sharni.
“They’re not going to push you into experiments that might affect customers. The features upgraded our AI Agent capability, with no risk to the customer and less stress for our team.”
Results
Measurable results within days
The three-month pilot launched the new AI Agent features in select channels. The impact was immediate.
“Within two weeks, we saw a phenomenal amount of change,” says Sharni.
“The volume of enquiries being answered correctly skyrocketed, and there was an instant 90% reduction in the bot not understanding a complex query.”
The Zero Risk AI approach allowed Latitude to move quickly while maintaining full compliance. The AI Agent worked behind the scenes, never generating customer-facing content.
TrueIntent and TrueAction: Working together for instant improvement
When TrueIntent’s deeper understanding combined with TrueAction’s smart handovers, customer service transformed. The “wall of text” problem disappeared and agents received clear, immediate context for every case.
Key metrics within two weeks
- 25% reduction in handovers to human agents
- 90% fewer misunderstood queries
- 10,000+ extra enquiries answered correctly each week
“TrueIntent alleviates that confidence concern about AI reliability. It just does its job and you can let it do its thing while maintaining complete quality control.”
TrueAction: Seamless handovers when customers need human help
TrueAction’s smart summaries transformed the way agents work. When customers needed a human touch, agents could start helping immediately without scrolling through long chat histories.
The handover impact
- Agents resolving issues 15% faster
- Less agent time scrolling through transcripts
- Fast, accurate and confident service
“The handover improvements were surreal,” says Sharni.
“The only time we’d seen a jump like that was when we launched the original AI Agent.”
TrueImprove: Customer insights from customers
TrueImprove revealed patterns and opportunities that manual analysis had missed.
What they discovered
- More than 30 new ways to help customers based on real conversations
- Clear patterns showing where to invest resources
- Continuous improvement driven by customer needs
“It’s my favourite!” Sharni says.
“I love that we no longer need multiple reporting methods, it all folds into one. It’s the next level we were aiming for.”
“I questioned the first results at the 2-week mark. I said, ‘Wait, are you sure? Is that real?’. Then seeing the verified data in front of me, it was ‘Wow, this is a real transformation.”
Impact
From pilot to rollout in record time
The pilot results were so strong that Latitude quickly moved from testing to full deployment.
“The conversation quickly turned to ‘When are we going live across all brands?’” recalls Sharni.
“We didn’t expect it to be so good, so quick… although inGenious AI did warn us! It was the best pressure to be under.”
Within two weeks, NPS jumped 11 points, so customers clearly noticed the difference.
Customers get what they need, when they need it
The 25% reduction in handovers meant more people got help directly from the AI Agent. The 90% drop in misunderstood queries eliminated those frustrating loops where customers had to repeat themselves.
“We get our customers exactly what they need, when they need it, so they can get on with their lives,” says Sharni.
“And having the right technology to sustain this gives us a real edge.”
Agents empowered to deliver better service
“Agents love the new features, especially TrueAction. They’ve got time back to focus on complex inquiries and upskilling,” says Sharni.
“That’s good for job satisfaction, good for customers, and good for business.”
With smarter handovers and better understanding from the AI Agent, agents can now focus on:
- Solving complex problems that need human judgment
- Developing their skills
- Having better conversations with customers
Building what customers actually ask for
The 30 new process flows came directly from listening to what customers were asking for.
- Improving service proactively
- Putting resources where customers need them most
- Building what customers want, not what seemed like a good idea
Zero Risk AI: the foundation for continuous improvement
Latitude has a proven way to continuously and safely evolve its AI Agent. Every improvement is guided by customers.
“We’ve demonstrated the difference between buzzword AI and targeted AI solutions that deliver measurable business value,” says Sharni.
“With the right partner and features, your AI Agent can safely and securely deliver real value.”
“We’re finding out what customers want from the customers themselves. We’ve won.”
Partnering with inGenious AI
Latitude Financial Services and inGenious AI have built a true partnership focused on continuous improvement. inGenious AI manages the technical complexity while Latitude retains full control and visibility over the customer experience.
“They’re confident, they know their product, and they know what our goals are so that keeps us on the front foot,” says Sharni.
“inGenious AI’s Zero Risk AI approach gives us a real safety net. We’re not done yet.”
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