Case Study: Leading Bank achieves hyper-contextual, real-time customer engagement at scale with Session AI

Hyper-Contextual Customer Engagement in Banking

Leading Bank, a major privately held bank serving roughly 40 million customers, faced siloed interactions across lines of business and channels and lacked the real‑time situational awareness needed for hyper‑personalized engagement. To address this, the bank partnered with Session AI and deployed Session AI’s Streaming Orchestration Layer (a real‑time Streaming Decision Layer for intelligent customer engagement) to correlate CRM and transactional data with live event streams from web, mobile, kiosks and branches.

Session AI ingested and enriched multi‑channel event streams, surfaced machine‑learned contextual triggers, and delivered real‑time 1:1 interventions (e.g., form completion reminders, next‑best‑offer, and cross‑LOB orchestration). As a result, the bank achieved a 18–23% lift in customer response rates, reduced engineering effort by about 75%, and shortened time‑to‑market to roughly 3–4 weeks per use case, driving measurable improvements in conversion, personalization and speed to market.