NBX, Next Best Customer Experience
The AI-powered omnichannel banking platform that puts the customer at the center
Banks Are Sitting on Data They Cannot Act On
The average retail bank manages 15 or more product relationships per customer across fragmented systems. Customer data exists in silos. Relationship managers make product recommendations based on intuition, not intelligence. Digital channels push generic journeys. The result is high drop-off, low engagement, and missed cross-sell revenue.
NBX closes that gap by connecting every data signal to every customer conversation, in every channel, at the exact moment of highest intent.
What Is NBX?
NBX is a bidirectional omnichannel customer engagement and personalization platform. It unifies the bank’s full product relationship with each customer into a single intelligent window and surfaces the next best experience, offer, or resolution in real time.
What Is the AML
Investigations Platform?
The AML Investigations Platform is an AI-powered investigation acceleration tool that combines Agentic RAG (Retrieval-Augmented Generation) with embedded multi-entity relationship graph intelligence, enabling investigators to rapidly surface, connect, and act on financial crime signals across all available data sources.
Core Capabilities
Customer 360 Intelligence
Real-time unified view of each customer’s product portfolio, transaction history, behavior signals, and life events.
Next Best Action Engine
An AI-driven recommendation engine that surfaces the most relevant product, service, or support action for each customer moment.
Omnichannel Orchestration
Consistent, personalized experience across mobile app, internet banking, contact center, branch, and WhatsApp.
Grievance and Service Intelligence
AI-routed service requests with contextual resolution recommendations, reducing handle time and escalations.
New Product Discovery
Intent-detection models that identify when a customer is ready for a new product and serve the right nudge at the right time.
Bidirectional Journey Engine
Customers can initiate, pause, and resume journeys across channels without losing context.
Outcomes That Move the Dial
20 to 30%
improvement in customer support agent productivity
20 to 30%
increase in products per customer
15 to 20%
higher customer acquisition rates
25 to 30%
more productive customer support interactions
The NBX Architecture
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Step 5
Data Unification Layer
Aggregates behavioral, transactional, and product data across all systems into a real-time customer graph.
Intent and Signal Detection
ML models classify customer intent from digital interactions, support calls, and browsing patterns.
Next Best Action Engine
Propensity models rank and surface the highest-value action, personalized to each customer segment.
Journey Orchestration
Rules and AI-driven flows deliver the right message, offer, or resolution at the right channel and moment.
Feedback Loop
Outcome signals, including clicks, conversions, and resolutions, continuously retrain models to improve recommendations.
Where NBX Delivers Value
Retail Banking
A customer who just received a salary credit is shown a personalized fixed deposit offer in the banking app. The same offer is surfaced by the relationship manager before the customer's next branch visit, with full context of the customer's existing portfolio.
Contact Center
An inbound call is instantly enriched with the customer's full product context. The agent sees the next best action, whether that is resolving a complaint, offering a product upgrade, or addressing a churn signal, before the customer even explains the reason for the call.
Wealth Management
A high-net-worth customer with an upcoming fixed deposit maturity is proactively engaged via their preferred channel with a personalized investment recommendation, three days before maturity.
Insurance
With customer touchpoints inherently limited in insurance, maximizing every interaction is critical. A Digital Insurance Window orchestrates personalized conversations across the customer lifecycle, spanning renewals, cross-sell opportunities, customer support, and benefits access, turning each touchpoint into a contextual, value-driven engagement.
Built for BFSI. Deployed at Scale.
