Engageware

Proven examples for regulated industries

Engageware enterprise workflow automation use case library

Disconnected systems create compliance risks and friction. See how highly regulated organizations use AI-powered workflow automation to connect tech stacks, coordinate AI-human handoffs, and orchestrate seamless journeys.

Explore workflows

85-90

%

typical resolution rates achieved

70

+

proven use cases across industries

600

+

highly regulated institutions trust our platform

22

countries with active deployments

Workflows

Profile management

Account number lookup

Let customers quickly verify their account numbers through secure, automated workflows.

Personalized menu by segment

Show customers personalized information based on their profile and segment for relevant, targeted experiences. 

Password reset

Enable customers to securely reset passwords without agent assistance.

Update security questions

Let customers update their security profile questions for enhanced account protection.

Account services

Account balance

Connect to core banking systems to provide instant account balance information.

Recent transactions

Display the latest account transactions with real-time synchronization from your banking core.

Account summary

Provide comprehensive account overviews with balances, transactions, and key details.

Statement download

Enable customers to download account statements instantly through conversational channels.

Money transfer between accounts

(Advanced) Automate internal transfers with built-in compliance checks and transaction logging.

Open new account

(Advanced) Guide customers through automated account opening with KYC verification and document collection.

Card services

Card activation

Let customers activate new credit or debit cards through secure automated workflows.

Lock card

Enable instant card blocking for lost or stolen cards with immediate fraud protection.

PIN reset

Automate secure PIN changes for debit and credit cards.

Card replacement

Process card replacement requests with delivery tracking integration.

Available credit

Show real-time available credit and spending limits on credit cards.

Card balance & due date

Display current balance and payment due dates for credit cards.

Credit card statement

Enable customers to view and download credit card statements on demand.

Pay with credit card

(Advanced) Process credit card payments through integrated payment gateways with confirmation.

Loan services

Loan prequalification

Send proactive loan offers to prequalified customers through targeted campaigns.

Loan application

(Advanced) Guide customers through the loan application process with document collection and approval workflows.

Loan appointment booking

Schedule appointments with loan officers through automated calendar integration.

Loan payment

(Advanced) Process loan installment payments with automatic reconciliation and receipt delivery.

Debt refinancing

(Advanced) Help customers request loan refinancing with automated eligibility checks and terms calculation.

Fraud & security

Fraud alerts

(Advanced) Send proactive fraud notifications and enable customers to confirm or deny suspicious transactions instantly.

Payments & collections

Bill & services payment

(Advanced) Enable customers to pay utilities, phone bills, and other services through integrated payment systems.

Payment reminders

(Advanced) Send automated payment reminders via WhatsApp when due dates approach with no payment record.

Product cross-sell

(Advanced) Offer relevant products like card insurance at the end of transactional workflows.

Customer experience

Customer satisfaction survey

Send automated satisfaction surveys after customer interactions to measure and improve experience.

Technical support

Internet speed diagnostics

(Advanced) Diagnose and automatically fix slow internet issues by restarting routers through API integration.

Network diagnostics

(Advanced) Check mobile network status and provide automated troubleshooting for connectivity issues.

Mass outage detection

(Advanced) Validate if technical problems are caused by widespread outages in the customer’s area.

Network device management

(Advanced) Let customers view and manage devices connected to their home internet network.

Service tracking

Track installation and repair service progress with technician visit scheduling options.

Block spam calls

(Advanced) Enable customers to block unwanted marketing calls from specific prefixes.

Mobile technical support

(Advanced) Provide automated technical support workflows for mobile line troubleshooting and diagnostics.

Fixed-line technical support

(Advanced) Deliver automated technical support workflows for home internet and landline issues.

SIM card activation

(Advanced) Automate SIM card activation upon mail receipt through verification workflows.

Line suspension for theft/loss

(Advanced) Enable customers to suspend service immediately with theft or loss designation for security.

Service reactivation

(Advanced) Reactivate suspended lines through automated verification and payment workflows.

Billing & account information

Balance inquiry

Check balances for mobile, home, prepaid, or postpaid lines with real-time data display.

Bill/invoice download

Enable customers to download mobile and home plan bills instantly in PDF format.

Bill payment

(Advanced) Process bill payments for selected lines with authenticated or guest checkout flows.

Interactive account statement

View interactive electronic invoices with drill-down capabilities for specific charges.

Payment due date

Display bill due dates for mobile and home plans to prevent late payments.

Penalty amount inquiry

Check if customer’s line has penalty fees and display the amount owed.

Email invoice delivery

Activate and send invoices via email for convenient record-keeping.

AI-powered bill explanation

(Advanced) Use generative AI to analyze and explain bill variations and unexpected charges.

Plan & service management

Plan details

Provide comprehensive details about customer’s mobile and home plans across all channels.

Plan renewal date

Display when customer’s plan will renew for mobile and home services.

Plan change

(Advanced) Enable customers to modify their service plan through automated workflows.

Data usage tracker

Show mobile data usage with real-time updates to help customers manage their plans.

Home data usage

Track home internet data consumption with real-time usage information.

Linked accounts

Display all lines and services associated with the user’s account.

Digital service management

Let customers subscribe to or cancel digital services beyond their core plan.

Payments & recharges

Balance top-up/recharge

(Advanced) Enable prepaid balance recharges with authenticated or guest flows for quick payment.

Top-up history

Display history of balance recharges made on the selected line.

Package purchase

Purchase packages of minutes, SMS, calls, or internet without logging in.

Aquisition & upsell

Prepaid to postpaid migration

(Advanced) Convert prepaid customers to monthly plans with personalized offers through proactive campaigns.

Number portability

(Advanced) Enable customers from other providers to switch with special offers and streamlined workflows.

Fiber optic sign-up

(Advanced) Automate fiber optic plan sign-ups with pre-qualified offers and proactive outreach.

Personalized offers (NBA)

(Advanced) Show contextual next-best-action offers for mobile and home services during bot interactions.

Device carousel

Display carousel with equipment purchase offers and promotions.

Device renewals & upgrades

(Advanced) Enable purchase or renewal of phone plans and equipment through automated sales flows.

Invoice & account activation

Invoice generation & activation

Activate electronic invoice delivery via email for paperless billing.

Cross industry

Customer info transfer to live chat

Transfer conversation context to live agents seamlessly for issues requiring human intervention.

Personalized survey by segment

Display targeted surveys to users based on their profile to evaluate experience and gather feedback.

Time To Value

Go from business process mapping to valuein under 45 days

Build your workflow stack

2 days to map

3 days to deploy

100% automated in 90 days

71 workflows launched in one month

Fast ROI

See results in weeks, not months

loan campaigns automated

93

%

ROI achieved

2

%

months to ROI

Banco Comafi case study

Growth

Handle more with less

200

K

conversations monthly

35

%

transactional services automated

50

%

reduction in call volume

Scale without adding headcount

FAQs

Frequently Asked Questions

How does workflow automation differ from chatbots or AI agents?

Chatbots handle conversations. Workflow automation orchestrates what happens behind those conversations through the coordination of system integrations, data retrieval, compliance checks, and human handoffs. 

An AI agent answers a customer’s loan question. Workflow automation connects your CRM to check eligibility, queries the loan system, validates compliance rules, generates applications, and routes to specialists when needed. You need both working together.

No, and that’s a good thing. These are proven reference examples, not plug-and-play templates. Every bank’s core system is different, every telco has unique billing requirements, and every company has specific compliance rules. 

These use cases show successful patterns from proven deployments with our customers. Our implementation team uses them as starting points, then customizes workflows to connect your specific systems and meet your exact requirements.

How do you ensure security and compliance in regulated industries?

    • Role-based access control for sensitive data 
    • Encryption in transit and at rest 
    • Complete audit trails for regulatory reporting 
    • ISO 27001, SOC 2, GDPR, LGPD compliant 
    • Sandbox testing before production 
    • Built-in guardrails prevent unauthorized actions 

Workflows integrate with your fraud detection systems and follow existing compliance protocols. Your security team reviews and approves every integration before launch.

Yes. Unlike simple chatbot scripts, workflows execute multi-step processes across multiple systems:

  • Gather and validate data across systems 
  • Apply conditional business logic 
  • Orchestrate human-in-the-loop handoffs with full context 
  • Manage compliance and approval workflows 
  • Maintain complete audit trails

Example: A finacnial institution’s loan workflow checks CRM eligibility, pulls credit data, calculates pre-approval, generates documents, routes complex cases to specialists, and tracks the complete funnel all automated through a messaging channel. 

RPA: Automates back-office tasks. “Every night at 2am, pull this report and email it to finance.” 

Workflow automation: Orchestrates customer-facing journeys in real-time. “When a customer asks about their bill, authenticate them, fetch from billing system, offer payment options, process payment, send confirmation instantly during the conversation.” 

RPA handles repetitive internal tasks. Workflow automation delivers customer experiences. They can work together with workflows triggering RPA when needed.

  • Telecommunications: Real-time OSS/BSS integration for technical support, billing, plan changes. Reduce call center load with automated diagnostics and provisioning.
  • Financial services: High compliance requirements, complex core banking integrations. Automate loans, payments, card management, fraud alerts while maintaining audit trails. 
  • Insurance: Quote generation, claims processing, policy changes across policy management and payment systems. 

Any regulated industry with complex systems, high transaction volumes, and repetitive service processes sees strong ROI.