AI in not a single project or static strategy, it's a journey of transformation.

Financial services firms face high inbound query volumes across fragmented channels, with manual routing and limited visibility leading to missed SLAs, high costs, and poor customer experience. Capco’s Client Query Management Smart Suite helps organizations transform their service model through AI-powered query classification, intelligent routing, omnichannel integration, and end-to-end automation.

We support clients in building scalable, analytics-led servicing frameworks that shift from reactive issue handling to proactive, client-centric engagement. The result is improved resolution times, greater operational efficiency, and a seamless, data-driven experience for both customers and service teams.

Smarter, faster client service - powered by AI

Fragmented service

Unstructured channels, manual routing, and siloed systems lead to missed SLAs, poor experiences, and inefficiencies.
Without omnichannel integration and real-time visibility, firms can’t deliver the consistent, proactive service clients expect.

Intelligence query handling

Management captures, classifies, routes, and resolves client queries across email, chat, and voice
AI-driven workflows enable real-time prioritization, automation, and insight - improving resolution speed, accuracy, and satisfaction.

Scalable service design

Our proven frameworks cover service model design, architecture, and intelligent build - tailored to sector needs and future growth. With vendor partnerships, analytics accelerators, and deployment expertise, we enable cost-efficient, scalable, client-centric service models.

Smarter, faster client service - powered by AI

We streamline query management end-to-end, from omnichannel ingestion through AI-led classification, auto-routing, and resolution, cutting manual effort, accelerating deployment, and delivering tailored solutions at scale.

Strengthen operations with service catalogue design, self-service capabilities, hybrid architecture planning, and operational readiness assessments, all enhanced by real-time visualized data insights for ongoing tracking and continuous improvement.

Proven impact at scale, including a 40%+ increase in operational productivity and a 15%+ reduction in query volumes, helping clients achieve efficiency, resilience, and better customer outcomes.

Why Capco

With over 90% of our clients in financial services, we combine deep sector knowledge with end-to-end expertise in design, architecture, deployment, and monitoring to deliver solutions that scale seamlessly.

Our partnerships with three+ major cloud providers and OpenAI gives clients access to cutting-edge technology that accelerates transformation.

Every program is tailored and scalable, embedding data-driven insights and proven frameworks to enable rapid time-to-value, measurable impact, and continuous improvement.

Target state ecosystem

Common blueprint with capabilities to ingest, process, orchestrate and resolve customer queries.

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Success story

Client challenge

A Tier 1 investment bank relied heavily on email to manage client requests and workflows. This fragmented landscape of 3,000+ mailboxes created inefficiencies, delays, missed emails, and lack of insight, eroding service quality and productivity.

Capco's solution

Capco delivered an Intelligent Client Query Management (ICQM) solution as part of a wider transformation, consolidating mailboxes, defining a target model, and deploying AI-powered email processing, classification, sentiment analysis, and smart response capabilities.

Client Outcomes Achieved

- Targeted savings of $6 million over 3+ years
- Faster responses, prioritization of urgent cases, and fewer missed emails
- Analytics capability enabled root cause analysis and improved decision-making
- Freed up 5,000 FTEs across IB and CB operations for highervalue tasks
- Rationalized 57 million emails into a structured, automated interaction model