tata consultancy services, financial institutions inc, customer intelligence & insights, amit bajaj
ETtechTata Consultancy Services (TCS) has won a deal from Five Star Bank, a subsidiary of Financial Institutions Inc, to help it determine lending risks and deliver personalised customer experiences.
TCS will leverage its Customer Intelligence & Insights (CI&I) analytics platform to help Five Star Bank engage with its customers across multiple channels, real-time, it said.
“We look forward to helping equip the bank’s business customers and relationship managers with timely and actionable alerts and unique insights to drive growth,” said Amit Bajaj, president, TCS-North America.
Five Star Bank is a provider of consumer and commercial lending services across central and western New York. The bank was looking for a solution that provides contextual customer insights to help them meet customer expectations and drive competitive differentiation.
The bank will receive AI/ML driven insights and self-serve customer and marketing analytics use cases, enabling its relationship managers to gain insights on individual customers through analyses like sentiment score, churn score, product white space, customer persona, segments, transaction profiles, and calls to action.
CI&I includes a KPI-based alert framework to notify key stakeholders when customer thresholds have been reached, such as credit scores, account value, or life events.
CI&I will also enable the bank to monitor loans on a periodic basis and share predictive early warnings on loans likely to default, to take necessary steps to prevent loans from prolonged credit deterioration.
Using AI-based models, it will notify the bank about customers who are likely to default or pay off their loans early.
“With CI&I, Five Star Bank is bridging the human-digital divide with contextual AI-driven recommendations for next-best offers and actions,” said Sean Willett, EVP, chief administrative officer, Five Star Bank.

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