Aelix Vantage · Customer intelligence for modern banks
Know every customer. Act on every signal.
Aelix Vantage unifies your customer data, runs real machine-learning models on every interaction, and orchestrates the next best move across seven channels. So your service gets cheaper, your engagement gets smarter, and your retention team finally works from one source of truth.
Aelix Agents · Agentic AI · Now in active build
An agentic layer over the intelligence loop.
Vantage now includes an agentic layer. Autonomous, tool-using agents that act through Vantage's governed APIs, handle the routine customer work, and escalate the judgment calls to a human. Every agent is human-in-the-loop by default, runs inside your perimeter, and writes each step to the same audit trail as the rest of the platform.
Resolution Agent.
Handles routine customer requests end to end across channels, escalating with full Customer 360 context when it hits its boundary.
Next-Best-Action Agent.
Turns a customer signal into a scored, personalized action and orchestrates it through the journey.
Win-Back Agent.
Detects churn risk and runs a retention play, drafting the offer for approval.
Agents act only through permissioned, least-privilege APIs. They never send a customer-facing message or apply an offer without approval. The reasoning model is a swappable component: run a local model on-prem for full data residency, or a hosted model where policy allows.
Now in active build. The first agents ship as configurable, versioned workflows.
The problem
Customer data scattered. Engagement generic. Churn signals invisible.
Your customer data is scattered across a core, a CRM, a help desk, a marketing tool, and three spreadsheets. Engagement is generic because no system actually knows who it is talking to. And service stays expensive because every question, even the routine ones, lands on a human agent.
The result is predictable: rising cost-to-serve, blunt campaigns that ignore real intent, and churn signals that nobody sees until the customer is already gone. Most "customer intelligence" tools add another dashboard. They do not unify the data, they do not run real models, and they certainly do not measure whether any of it worked.
Aelix Vantage is built to close that loop.
Available today
Shipped, running code. Six capabilities working end to end.
Unified Customer 360
Every customer becomes one resolved profile: accounts, transactions, and the full interaction timeline, joined to a live risk profile. Credit score, risk rating, AML status, churn score. Plus loyalty tier and engagement progress. Your agents, marketers, and analysts stop reconciling four systems and start working from a single, consistent view. The CDP-and-CRM substrate is the operational backbone. The intelligence layer on top is what makes it actionable.
Real NLP, intent and sentiment that actually run
Vantage ships genuinely trained models, not keyword tricks. A FastAPI inference service serves four predictors behind a stable contract: a six-class intent classifier, three-class sentiment scoring, a Reg-E dispute reason-code classifier, and an offer-acceptance scorer. Each is wired end to end (frontend to API to model) and each ships with a rule-based fallback that engages automatically if a model is ever unavailable, so the experience never breaks. Sentiment trends are computed from real conversation turns, bucketed by day. No random numbers, no hand-waving.
Next-best-offer scoring
A gradient-boosted model ranks your product catalogue per customer from real signals. Credit score, balance, tenure, loyalty, digital-first behavior, recent payoff. The result is a ranked, confidence-scored recommendation surfaced directly in the operator console and cross-sell triggers, so the offer a customer sees reflects who they actually are. Scores are decision-support with a human in the loop. Designed to assist your team, not to make adverse-action decisions on its own.
Dispute automation with chargeback tracking
The dispute queue classifies incoming cases by reason code on intake, then tracks each one through the full chargeback lifecycle. First presentment, representment, arbitration, closed. With evidence handling and an RPA-run model ready to drive the back-office workflow. Your disputes team gets triage hints and stage visibility instead of a spreadsheet and a stopwatch.
Omnichannel journey builder
Design and persist journeys across seven channels. Web chat, in-app mobile, voice/IVR, WhatsApp, SMS, email, and agent-assist. Alongside audience definitions, campaign management, and gamification rules that drive engagement and loyalty progression. One place to define how, where, and when you reach each customer.
Measured engagement analytics
This is the difference. Vantage now runs a real analytics pipeline that computes its headline metrics from live interaction and conversation data instead of asserting them.
Containment / deflection.
The share of conversations resolved without a human agent, broken down per channel.
Engagement index.
Digital interactions per active customer this window versus the last, expressed as a multiple.
Campaign ROI.
A four-step funnel from targeted audience to conversion, with revenue attribution by channel and an ROI calculation per campaign.
Every number is data-derived. When your traffic changes, the metrics change with it.
How it works
Data, intelligence, engagement. One loop.
01
Data, unify.
Profiles, accounts, interactions, and risk are resolved into one Customer 360 on a CDP-and-CRM substrate built for finance.
02
Intelligence, score.
Trained NLP and ML models classify intent, read sentiment, suggest dispute reason codes, and rank next-best offers. With rule-based fallback always behind them.
03
Engagement, orchestrate.
Journeys, campaigns, offers, and gamification fire across seven channels. The analytics pipeline measures containment, engagement, and ROI from the interactions that result, feeding the next decision.
Proof, honestly stated
A real pipeline beats a number we cannot stand behind.
We would rather show you a real pipeline than quote a number we cannot stand behind.
Four trained models, serving live.
Intent, sentiment, dispute reason-code, and offer-acceptance. With held-out accuracy reported in published model cards and rule-based fallback for resilience.
Metrics are measured, not asserted.
Containment, engagement multiple, and campaign ROI are computed from real interaction and conversation rows.
7 channels, one journey layer.
Web chat, in-app, voice/IVR, WhatsApp, SMS, email, agent-assist.
Finance-grade controls.
Role-based access, audit logging on every mutation, region-pinned deployment.
A note on the targets
Our targets for a production pilot are 40% deflection and 3x engagement. The platform now measures both. So a pilot will validate them against real traffic rather than asserting them in a slide. No client counts, no fabricated AUM. Just instrumentation that is ready to be proven.
On the roadmap
Each item is a swap, not a rebuild.
We build the contract first and the connector second, so each of these is a swap, not a rebuild.
Live channel delivery.
Outbound through Twilio (voice/WhatsApp/SMS) and Postmark (email), turning configured channels into live sends. Channel configuration and test scaffolding already ship. This connects the providers.
Production dispute adapters.
Real card-network and RPA connectors to replace the swap-ready simulator currently behind the same contract.
First production pilot.
To validate the 40% deflection and 3x engagement targets the platform now measures, against real bank traffic.
Transformer-grade NLP.
An optional HuggingFace swap behind the same model registry interface, when a labeled corpus justifies it.
SSO token exchange.
Real Google / Entra / Okta integration on the existing identity bridge.
Security and compliance
Engineered for the controls a bank expects.
Aelix Vantage is engineered for the controls a bank expects. Role-based access control spans operations, CX, support, analyst, and marketing roles. An audit interceptor records every mutating action (actor, route, and context) for a defensible trail. Deployment is region-pinned to US, UK, or India, with cross-region data movement disabled and backups kept in-region, supporting data-residency requirements.
Role-based access control.
Spans operations, CX, support, analyst, and marketing roles.
Audit interceptor.
Records every mutating action (actor, route, and context) for a defensible trail.
Region-pinned deployment.
US, UK, or India. Cross-region data movement disabled. Backups kept in-region.
The posture is SOC 2-aligned and GDPR-ready by design. RBAC, immutable audit logging, and residency controls are in the code today. Formal certification is pursued alongside your pilot.
See it for yourself
Turn customer data into customer intelligence.
See Customer 360, the live models, and the measured analytics running on real data, and map them to your retention and service goals.
Frequently asked
Questions teams ask in the second meeting.
Are the AI models real, or marketing language?
Real. Four scikit-learn models (intent, sentiment, dispute reason-code, and offer scoring) are trained offline (held-out metrics published in model cards) and served behind a stable HTTP contract, wired frontend to API to model. Each has a rule-based fallback so the product never breaks if a model is unavailable. Because no labeled production corpus exists pre-pilot, they are trained on synthetic but realistically-labeled banking data. The generator is the swap point for your real data, and a transformer can replace the text models behind the same interface.
You mention 40% deflection and 3x engagement. Are those guaranteed results?
No, and we will not pretend otherwise. Those are targets. What is new is that the platform now measures containment/deflection and an engagement multiple directly from live interaction and conversation data. A production pilot is how we validate the targets against your real traffic.
How is this different from a CDP or CRM?
The CDP-and-CRM capabilities (unified profiles, accounts, interactions, audiences) are the operational substrate. Aelix Vantage is a Customer Intelligence platform: trained models, next-best-offer scoring, dispute automation, and a measured analytics layer sit on top of that data and act on it. It is the difference between storing customer data and deciding with it.
Which channels can we orchestrate, and can we send live today?
The journey builder spans seven channels: web chat, in-app, voice/IVR, WhatsApp, SMS, email, and agent-assist. Journeys, audiences, campaigns, and channel configuration ship today. Live outbound delivery via Twilio and Postmark is on the near-term roadmap. The contracts and test scaffolding are already in place, so it is a provider connection, not a rebuild.
What does deployment and compliance look like for a regulated bank?
Single-tenant, region-pinned to US, UK, or India with cross-region data movement disabled and in-region backups. RBAC across operational roles, an audit trail on every mutating action, and a SOC 2-aligned / GDPR-ready posture by design. Formal certification is pursued alongside your pilot.
Need this tailored to your environment?
Every Aelix product can be configured, extended, or built bespoke for your industry, data sources, and compliance constraints. Talk to our engineers about what would change.
Configurable workflows
Adapt rules, thresholds, and approval flows to match your operational policies.
Custom data integrations
Connect to your specific ERP, MES, SCADA, CRM, or proprietary systems.
Bespoke modules
Build product extensions tailored to your industry, region, or compliance needs.