Case Study: NDS Cognitive Labs achieves stronger financial inclusion and customer engagement with IBM gen AI

How NDS Cognitive Labs transforms customer engagement with gen AI

NDS Cognitive Labs faced the challenge of helping fast-growing fintech customers support thousands of new users and financial queries, especially in Mexico where many small businesses remain unbanked. Working with IBM, the company used IBM watsonx, IBM Cloud, and Salesforce integration to build a gen AI virtual assistant for Clip that could provide accurate, real-time support across banking and payments questions.

IBM helped NDS Cognitive Labs deliver a conversational AI solution that uses NLP and retrieval-augmented generation to handle customer needs at scale. The result was more than 6,000 simultaneous interactions, over 66% of inquiries resolved autonomously, 80% faster average interaction times, and a 28% annual increase in chatbot usage, improving both operational efficiency and customer engagement.

NDS Cognitive Labs

Gustavo Parés

Co-Founder and CEO