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.
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.
When standard reporting shows what happens, but not why
Analysing chat logs manually took too long and missed valuable patterns that could improve CX.
Solution
How TrueX AI made Latitude’s AI Agent even smarter
Latitude Financial Services was already partnering with inGenious AI.
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.
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.
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.
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.
TrueImprove: Learning from every conversation
TrueImprove analyses every customer interaction to identify trends, frustrations and opportunities to build exactly what customers need.
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.
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
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.
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
Impact
From pilot to rollout in record time
The pilot results were so strong that Latitude quickly moved from testing to full deployment.
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.
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.
Building what customers actually ask for
The 30 new process flows came directly from listening to what customers were asking for.
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.
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.