Financial Services
Financial institutions are under pressure to improve efficiency, consistency, and service quality without weakening accountability. Corentis helps teams introduce AI into complaints and customer operations by turning policy into operational controls, advisor guidance, approval gates, escalation logic, and evidence.
Where The Value Lies
Complaints and customer operations carry cost, conduct, service, and reputation pressure at the same time. Corentis is shaped for teams that want AI efficiency without losing the evidence trail buyers, boards, auditors, and regulators may later ask to see.
1.85m
FCA data shows complaint volumes remain consistently high across UK financial services, keeping pressure on service quality and operational control.
Corentis helps firms apply the same policy logic and evidence discipline across repeatable complaint workflows.
Source: FCA complaints data£235.9m
Complaint handling is not only a service issue. It can create material redress, remediation, and conduct exposure when processes are inconsistent.
Corentis is designed to make review gates, escalation triggers, and decision evidence visible before issues become harder to reconstruct.
Source: FCA aggregate complaints data 2024 H2$200bn-$340bn
McKinsey estimates banking is one of the largest gen-AI opportunities, largely through productivity gains across operations and customer-facing work.
The commercial pressure to adopt AI is real. Corentis helps teams move faster without treating control and evidence as afterthoughts.
Source: McKinsey, generative AI in banking3,000+
The operating challenge is broad: many firms need more consistent ways to handle, evidence, and improve customer processes.
A reusable policy-control layer can reduce duplicated governance work as AI-assisted workflows expand.
Source: FCA complaints dataFirst Use Cases
Corentis is designed for teams that already know where AI could help, but need a safer way to deploy it in work that carries compliance, conduct, and operational consequences. The current V1 demo is shaped around complaints handling.
Use AI to support complaint review while keeping rationale, controls, and approvals visible throughout the process.
Add stronger oversight and evidence where customer circumstances call for extra care and human judgement.
Support drafting or review with checks, approvals, and monitoring around the final communication workflow.
How Corentis Fits
In a complaints workflow, Corentis works with your existing CRM or case-management process: identifying the relevant policy, applying controls, guiding the advisor, blocking unsafe send where needed, and preserving the evidence trail alongside the customer record.
This supports increased productivity, better customer experience, and more effective complaints handling across teams while keeping review, escalation, and evidence visible.
That makes early rollout more practical for middle-management owners as well as technical and control teams who need to live with the process once it is in use.
Why It Matters
In financial services, even useful AI creates hesitation when teams cannot clearly explain:
Corentis helps close that gap by turning AI-assisted work into a process that is easier to govern, easier to review, and easier to trust.
Illustrative workflow diagram
Workflow roles
A customer complaint enters the workflow and the assistant prepares an initial handling path.
Corentis identifies the complaints policy that applies to the case instead of leaving that interpretation implicit.
Policy checks, advisor guidance, review gates, escalation logic, and evidence requirements are attached to the workflow.
Where human approval is required, the workflow stops, routes to a named reviewer, and surfaces the reason clearly.
Vulnerable-customer escalation is triggered where needed and the evidence trail is persisted for later review.
Policy Composer
Turns plain-English complaints policy into workflow controls
Approval block
Direct send is stopped where human review is required
Evidence Vault
Persists review-ready artefacts for later scrutiny
Worked Example
The current V1 walkthrough is shaped around complaints triage: a workflow where speed matters, but review discipline, vulnerable-customer handling, and traceability matter just as much.
Step 1
A new complaint enters the workflow and Corentis begins by identifying the relevant complaints policy for the case.
Step 2
Corentis converts the policy into a structured control plan covering what the assistant may do, what it must not do, when direct send must be blocked, and what evidence must be captured.
Step 3
The advisor is guided through the workflow, and where human approval is required Corentis blocks unsafe direct send and routes the case to a named reviewer.
Step 4
Vulnerable-customer escalation is triggered where needed, and evidence artefacts are persisted and surfaced in Evidence Vault for later inspection.
What Corentis Adds
Review snapshot
01
Policy checks attached
02
Named review gate visible
03
Evidence ready for export
Operational Comparison
Buyer FAQ
These are the practical questions operations, risk, and technical stakeholders usually need answered before a workflow can move forward.
Corentis is designed to sit around an AI-enabled workflow. It does not replace the underlying model or case-management system. It adds policy checks, approval steps, monitoring, and evidence around the process.
No. The platform is intended to govern how an existing AI-assisted workflow is deployed and reviewed, rather than act as a substitute for the model or the operational system already in place.
Corentis is designed to record workflow events such as tests, approvals, overrides, exceptions, escalation triggers, and other review-relevant activity around the workflow.
The platform is intended to export review-ready evidence packs including workflow context, control mappings, approval history, notable exceptions, and monitoring snapshots.
Thresholds and escalation paths are expected to be configurable around the workflow so teams can route sensitive outputs to the right reviewers or trigger additional checks when conditions are met.
Operations, risk, compliance, and review teams are expected to use Corentis to define workflow controls, review flagged outputs, inspect exceptions, and export evidence when needed.
Next Step
The current V1 demo is local and early, not live customer deployment, but it already makes the workflow, review logic, and evidence story much easier to assess.
