Scottish Building Society has partnered with Malted AI to analyse every customer interaction across its service channels.
The mutual has introduced the Malted Platform to turn thousands of monthly customer conversations into structured data that can be used by its operational, risk, compliance and customer service teams.
Scottish Building Society said the technology would help it identify recurring or systemic issues earlier, respond to members more quickly and reduce its reliance on manual reviews.
The platform has been deployed in a dedicated environment, with customer data contained and isolated within the system.
FROM SAMPLES TO FULL COVERAGE
Malted AI reported that most financial services organisations manually reviewed fewer than 1% of customer interactions, meaning problems could remain undetected until complaints were submitted or escalated.
Its technology will enable the society to analyse 100% of its customer conversations and provide different teams with a shared view of emerging issues and customer needs.
Malted AI uses smaller, domain-specific language models rather than general-purpose large language models. The company claimed these were faster, more accurate for specific tasks and more energy efficient.
Scottish Building Society said AI would be used to support its employees and improve personal service rather than replace human relationships.
EARLIER INTERVENTION
Paul Denton (main picture, right), Scottish Building Society CEO, said: “We are committed to continually improving the experience we offer our members, and this partnership with Malted AI represents an important step forward in how we achieve that.
“By gaining a deeper understanding of every customer interaction, we can identify issues earlier, respond more effectively and, crucially, continue to deliver the high level of personal service our members know and expect.”
Ewen Fleming (main picture, left), chief commercial officer at Malted AI, added: “Instead of relying on small samples or reacting after issues arise, they can now see the full picture, identify what matters most to members earlier, and respond in a more personal and proactive way.”
