A primary growth lever and competitive differentiator in banking, financial services, and insurance is consistently delivering an exceptional experience to customers. Historically, institutions have scaled this by adding headcount, operating on a simple premise: more advisors drive more coverage, faster service resolution, and greater opportunity to deepen customer relationships.

Today, that equation is changing.

AI agents are enabling institutions to scale customer experience in entirely new ways, combining always-on availability with intelligent insights to handle routine needs while freeing up advisors to focus on higher-value interactions. This isn’t about replacing human connections. It’s about augmenting it and helping teams respond faster, personalize at scale, and maintain the security and compliance required in highly regulated industries.

Microsoft Dynamics 365 Sales and Dynamics 365 Customer Service are agentic customer experience solutions that give organizations the agility and intelligence to deliver great customer experiences while also enabling sustainable growth. Equally important is the Microsoft partner ecosystem, which provides both the industry and technology expertise necessary to deploy and build solutions on the Dynamics 365 platform that solve real-world business challenges for financial businesses.

VeriPark is one of our software development partners using Microsoft AI-first business applications to digitally transform financial institutions. A Microsoft partner for more than 25 years, its solutions—including VeriTouch and VeriLoan built on Dynamics 365, along with VeriChannel and VeriBranch powered by Microsoft Power Platform and Microsoft Azure—are helping these companies create more connected, intelligent customer journeys. Today, VeriPark is building on this foundation to bring agentic experiences to its financial clients.

AI Transformation: Focusing on impact

The most successful AI initiatives start with business outcomes, not technology. VeriPark began its agentic journey with that strategy firmly in mind, working closely with customers to identify high-impact processes where intelligent agents could improve employee productivity, strengthen customer engagement, and accelerate service delivery.

These early customer collaborations helped gain important insights, validated business impact, and built momentum both internally and externally. The initial focus was on developing agents for roles that offered immediate, measurable value for both customer engagement and internal efficiency, such as an agent for automating Letter of Credit (LC)/Letter of Guarantee (LG) Amendments, an agent that executes Generic Process Configurator (GPC) processes to reduce manual effort, and an agent that provides intelligent collection pool management to guide workflows and deliver more consistent treatment for earlier cash realization.

“As a bank we looked at the market, we looked at every single system that exists today and given the journeys that evolved from gen AI, cloud, and the future of digitization we looked at a system that will fit right for us, for that purpose, and for the future…. We decided to go with Microsoft Dynamics 365 and with the help of VeriPark to actually Implement that system, that's the beginning of the journey” - Suhail Bin Tarraf, Group Chief Operations Officer, First Abu Dhabi Bank

VeriPark moved multiple agents into proof-of-concept (POC) engagements with customers around the globe. Here are three examples.

Digital Relationship Manager (RM) Agent and Assisting Agent: Creating stronger customer connections

A major challenge facing financial institutions is how to expand personalized, high-touch relationships with customers. Traditional RM models are highly effective for high-value customers, but they are difficult to scale. Advisors often spend hours preparing for meetings, reviewing customer histories, generating summaries, identifying opportunities, and coordinating follow-up activities. Because of these time constraints, many institutions can only offer dedicated services to a subset of customers.

VeriPark has created two complementary agent experiences that free up advisor capacity to take on more clients: the Assisting Agent and the Digital Relationship Manager Agent.

The Assisting Agent helps relationship managers automate tasks like pre-meeting research and summaries, follow-up creation, and next best action recommendations.

Meanwhile, the Digital Relationship Manager Agent operates autonomously to conduct routine customer check-ins, detect emerging needs, recommend financial actions, and escalate complex scenarios to human advisors when needed.

In the POC, these agents are expected to reduce advisor preparation time up to 80%, expanding digital advisory to previously unassigned customers and resulting in higher average funds under administration (FUA), higher share of wallet (SOW), and lower customer attrition.

Collections Agent: Reducing preparation time and improving collections performance

Collections processes are often non-standardized and rely heavily on the manual data gathering of individual representatives, leading to unstructured interactions and inconsistent outcomes. Working with a leading financial institution, VeriPark is developing a Collections Agent that uses an agentic AI orchestration layer to provide collectors with guided, data-driven interactions while maintaining oversight of critical decisions.

The agent can:

Prioritize customers and recommend treatment strategies based on risk and behavioral signals.
Generate call readiness briefs and suggested customer messaging.
Guide conversations and capture customer commitments in a structured manner.
Analyze outcomes and objections to continuously improve collection strategies.
Provide coaching insights to enhance collector performance.

As a result, the Collections Agent reduces preparation effort and operational friction while enabling more consistent execution and improving overall portfolio performance. Collectors spend less time gathering information and more time engaging customers, leading to higher efficiency and better recovery outcomes. The client estimates the agent will, at a minimum, reduce write-offs by 10%.

Building an agentic business model

For VeriPark, agentic AI is not a standalone initiative, but part of a broader business transformation strategy. The company continues to expand its portfolio of AI-powered use cases, building agents on an integrated foundation of:

Microsoft Dynamics 365 Sales, Microsoft Dynamics 365 Customer Service, and Microsoft Power Platform as the core applications and data layers
Microsoft Copilot Studio to orchestrate conversational experiences and agent workflows
Microsoft Foundry for advanced AI scenarios, model management, grounding, and scaling
Microsoft Dataverse Model Context Protocol (MCP) to securely connect structured business data and processes
Microsoft Agent 365 for governance, observability, identity management, and enterprise-scale control

At the same time, VeriPark is also using agentic AI internally to accelerate innovation and commercialization efforts across the organization.

Product and engineering: VeriPark uses AI to rapidly prototype agent behaviors, workflows, and orchestration models before embedding them into production solutions
Go-to-market: Teams leverage AI-powered tools to create tailored demos, client-facing narratives, and proposal content that align to specific customer and vertical challenges
Delivery and enablement: AI-assisted knowledge management and configuration support help accelerate implementation readiness and improve access to delivery documentation

Key learnings for partners exploring agentic AI

As more enterprises explore intelligent agents and AI-powered customer experiences, VeriPark’s journey offers several important lessons for partners and financial institutions alike.

Start with customer problems: The most successful AI initiatives target measurable operational or customer experience challenges rather than isolated technology experiments
Keep humans in the loop: AI agents are most effective when they augment human expertise and preserve appropriate oversight, especially in highly regulated industries
Build on a trusted platform: Using an integrated ecosystem that includes data, workflow orchestration, governance, observability, and AI tooling helps accelerate deployment and reduce complexity
Design for scale early: Organizations should think beyond individual use cases and build repeatable frameworks that can support broader transformation over time
Move quickly, but govern responsibly: Strong governance, identity management, compliance, and responsible AI practices are essential for scaling enterprise AI safely

Next steps

VeriPark’s work demonstrates how agentic AI can deliver immediate business value across financial services—from operational efficiency and faster service delivery—to stronger customer engagement and scalable advisory experiences.

To learn more about VeriPark’s AI-powered customer experience solutions, download theVeriPark whitepaper: Reimagining Customer Experience with AI orrequest a live demo
Explore theSoftware Development Company Opportunity Guide for guidance about building and publishing agentic solutions in the Microsoft Marketplace
Visit Skilling Hub for partner-centric training content likeMCP & AI agents across Dynamics 365 Sales and Service andAccelerate Agentic AI

VeriPark brings AI-powered customer experience to the financial sector

Karan Nigam