Financial Services Use Cases

Practical financial services use‑cases across connected customer experience, operational efficiency, case/incident handling, workforce enablement, legacy modernisation and embedded intelligence – delivered end‑to‑end on Liberty.

The financial services industry faces relentless pressure

Banks, building societies and fintechs need to move fast, stay safe and prove fair outcomes.

Liberty helps you build the flows that work for all stakeholders. Start in a portal or assistant. Keep context through to agents and back‑office. Automate the heavy lifting. Integrate with core banking, payments and servicing systems without risky rip‑and‑replace.

Simplicity & clarity

Customers expect clear updates and simple journeys – on any channel.

Visibility & control

Regulators expect audit, control and accessible communication.

Common needs and pressures

Faster onboarding with strong KYC/AML and fewer handoffs

Self‑service for applications, servicing and status – with clean human hand‑off

Complaints and vulnerable customer handling that’s fair, auditable and sensitive

Fraud and dispute control without slowing genuine customers

Complex case orchestration (power of attorney, bereavement, business banking)

What does Liberty do for financial services?

Connected customer experience

Make it easy to start, switch channel and still keep context – with a modern, compliant contact operation.

Mortgage and loan application starter

Customers begin an application on web or mobile. Eligibility checks run early. Evidence upload is simple and WCAG‑compliant. If they switch to chat or call, the agent sees the same record and picks up without repetition.

Account switching and onboarding

Guided flows collect consents, run checks and schedule call backs. Proactive notifications reduce chase calls. Plain English updates improve trust.

Card dispute and chargeback support

Step‑by‑step intake clarifies reason, captures receipts and confirms timelines. Conversational assistants deflect common queries. Handover to an agent includes transcript and files.

Contact centre within CX

Voice, chat, email and SMS in one desktop. AI routing prioritises vulnerability and intent. WFM plans coverage and adjusts intraday. Unified agent desktop removes tab‑hopping.

Operational efficiency and process automation

Join people, systems and data so workflows automatically and exceptions stand out.

KYC/AML orchestration

Trigger checks at the right time. Pull data from bureaus. Track outcomes, expiries and re‑verification. Escalate edge cases with full audit.

Payments, refunds and goodwill

Controlled flows apply policy rules and approvals. Ledger updates post via APIs or RPA. Customers see real‑time status, reducing inbound demand.

Digital letters and statements

Generate regulated communications from approved templates. Personalise in plain English and accessible formats. Auto‑file to the record.

Batch and file integrations (when APIs aren’t available)

Managed schedules, validation and exception queues. Visible, reliable, no “mystery batches”.

Case, incident and exception management

Structured workflows for applications, incidents, approvals and escalations – with SLAs and audit built in.

End‑to‑end mortgage and loan

Intake → triage → underwriting → offer → completion. Clear states, SLA timers, approvals, and checklists. Documents versioned and tracked.

Complaints and regulated communications

Multichannel intake with sentiment/intent tagging. Remedies are consistent and fair. Final response letters meet regulatory content and tone requirements.

Bereavement and power of attorney

Sensitive, stepwise case handling across multiple products. Evidence capture, approvals and secure notifications reduce rework and distress.

Vulnerable customer support

Capture flags with consent and expiry. Shape journeys and routing accordingly. Record welfare checks and outcomes.

Workforce enablement

Give handlers, underwriters and supervisors the tools to work fast – and do the right thing first time.

Unified handler desktop (channels + case in one)

Agents complete actions in one screen: verify identity, request evidence, update products, trigger refunds, send letters. Wrap‑up updates the case automatically.

Agent Assist and knowledge in the flow

Real‑time prompts, policy snippets and checklists. Transcription with sentiment highlights risk. Accessibility built in (keyboard nav, readable layouts, plain language).

Supervisor dashboards and QA

Live SLA/queue views, leakage indicators, and team capacity. Auto‑sample for QA. Coaching plans and calibrations in one place.

Legacy extension and modernisation

Extend what you’ve got, replace what you must – without big bang risk.

Wrap and extend core banking / policy / claims

Expose only what teams need via role‑based apps and APIs. Add missing processes (e.g., PoA, hardship) without heavy customisation. Keep data in sync.

Replace spreadsheets and shared inboxes

Move ad‑hoc trackers into governed case workflows with audit and SLAs. Eliminate rekeying and hidden queues.

Unified customer and case view

Stitch together engagement, product and case data. One timeline, fewer transfers, faster outcomes.

Embedded intelligence and decisioning

Use AI where it counts – inside the workflow for safer, faster decisions.

Risk, fraud and eligibility scoring

Classify intent, detect anomalies and guide next steps. Low‑risk flows straight through, high‑risk routes to review with context.

SLA and duration predictions

Forecast which applications or disputes may breach. Alert supervisors and rebalance queues before service dips.

Next‑best action

Suggest compliant actions for retention, hardship and fair outcomes – tuned by past results.

Demand forecasting and capacity planning

Predict contact volumes from campaigns or incidents. Feed WFM and trigger proactive comms.

The Liberty platform enables composable elements to be created and adapted to deliver the capabilities to support these use cases. Find out more:

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