CGI has implemented a multi-agent AI solution based on AWS Bedrock for SOK Finance, with the goal of bringing AI to production in financial management and customer service. The solution significantly speeds up processes such as invoice copy requests and due date changes, improving efficiency and consistency compared to previous manual management.
The solution was deployed at SOK Finance’s Palveluässä service center, which provides financial management and payroll services for the S Group, a Finnish network of customer-owned retail and service companies with approximately 2,000 stores.
According to Aki Okkonen, head of the Shared Services Center at SOK Finance, “service centers manage a high volume of routine tasks, and we see that AI agents offer great potential to automate them.” “We wanted to test the new technology in real processes and explore how AI can support the work of service centers. CGI experts listened to our needs and developed the solution in close collaboration with us,” explains Okkonen.
While many organizations are still in the pilot phase of AI solutions, the collaboration between SOK Finance and CGI has brought this solution to production, demonstrating how AI can add value to day-to-day financial services operations.
According to Mervi Koponen, Director of Development at SOK Finance, “In this solution, AI agents process incoming customer service messages, retrieve the necessary data from back-end systems and automatically execute parts of the process. This improves the consistency and efficiency of workflows.” “At the same time,” Koponen emphasizes, “our experts can focus on cases that require human judgment and interaction with the client.”
CGI was responsible for the design, implementation and deployment of the solution, as well as its integration with key SOK Finance systems.
Collaboration between SOK Finance and CGI demonstrates how AI can add value to financial services operations
According to Katja Vuokila, Director of Consulting Services responsible for delivery at CGI, “many AI initiatives remain in the pilot phase, but true business value is achieved when the solutions are part of daily operations. SOK Finance has been a pioneer in this regard: the AWS-based multi-agent solution Bedrock has been successfully deployed in production, demonstrating how AI can be applied practically to strengthen customer service in financial administration.”
