Fairstone boosts loan booking by 10% with proactive AI
Thomas Cesari Director of Direct Lending Product Fairstone Solution Proactive engagement through AI Agents Fairstone deployed Proactive AI Agents across all 250+ branches, implementing a sophisticated two-week, multichannel, multi-touch dynamic digital engagement strategy. “These agents seamlessly handle complex engagements while remaining fully compliant, driving exceptional, timely and flexible customer experiences.” Results Exceeding expectations with clear financial impact The implementation resulted in remarkable engagement, with a 65% response rate and 90% of responding applicants booking appointments.
- Agent or tool
- Cognigy
- Topic
- Customer Support
- Reported on
- Case study (Cognigy)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 270 by interest), and one of 28 involving Cognigy.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Cognigy or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Cognigy.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Cognigy): https://cognigy.com/en/case-study/fairstone-bank. Our summary is a paraphrase; details are in the source.
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