Client service requests answered and prepared before anyone has to retype them.
Bluegrass builds client service systems for RIAs and wealth managers. They read each request, draft a reply from your records and prepare the paperwork, such as a distribution form, for your operations team to review and complete.
Service teams spend much of their day on routine requests that must still be right, and a slow answer to a simple question is one of the things clients notice most.
What client service involves today
Requests arrive by email, phone and portal: a distribution, a new beneficiary or a question about a statement. A service associate looks the client up in the CRM and custodian platform, fills in the form, collects any signature and writes back.
Requests to move money carry fraud risk, since a compromised client email account is a common route to theft. The queue grows with the firm, so this is a good place for AI that prepares the work while people verify and approve it.
How automated client service works
- 01
Read the request
Each message is matched to the household and classified by type and urgency, and flagged if it involves moving money or suggests a client may be vulnerable.
- 02
Gather the facts
The system looks up the accounts, recent activity, open tasks and earlier correspondence that the request depends on, in the CRM and the custodial and portfolio systems.
- 03
Draft the reply
A reply is drafted from your own records and approved language, answering the question or confirming what will happen next, for the associate or the advisor to send.
- 04
Prepare the work
Forms are prefilled, checked against the custodian's requirements and queued for operations, and any request to move money is held until a person verifies it under your callback procedure.
- 05
Track to completion
Each request is tracked until it is done and the client is told when it is, with the full record kept in the CRM.
Where people stay in the loop
Every reply is approved before it is sent, and every request to move money is verified by a person under your own procedure, whatever the system makes of it. The system is first tested on your team's past requests.
The systems it works with
The system works with your email and client portal, CRM, custodian platforms and archiving system, so every request and reply is retained under your books and records policy.
When to build it, and when to buy it
Email assistants built for advisors draft replies well, and for a firm that mainly wants help with writing, one of them may be enough.
A custom build makes sense when the work after the reply, across the CRM and several custodians, is the larger cost, or when your verification and approval procedures must be built into the system rather than followed beside it.
We hold no reseller agreements, partner quotas or revenue share with any vendor, so a recommendation to buy is made on its merits.
What this work costs you today
A quick way to put a number on the problem before talking to anyone, using your own figures rather than ours.
Enter your volume and the minutes each one takes to see what the work costs in a year.
The numbers stay in your browser and are not stored or sent anywhere. Bring the figure to the first call, since it is the baseline any system should be measured against.
Questions about client service requests
- How does it protect against fraudulent requests?
- Requests to move money are never completed on the strength of an email. The system holds the paperwork until a person verifies the request through your callback procedure and flags anything unusual, such as a new bank account or pressure to act quickly.
- Can it answer clients directly?
- Replies go out after a person approves them. Once accuracy is measured, you may let it send routine acknowledgments on its own with your chief compliance officer's agreement; anything substantive still goes through a person.
- Does it handle requests made by phone?
- With the client's consent, calls can be summarized from a transcript into the same queue as emails and portal messages, so every request is tracked the same way.
Related systems
A senior team that has done this before
We are a small, entirely senior team with fifty years of combined AI engineering, multiple granted patents and Y Combinator founders, from Yale, MIT, McKinsey, Goldman Sachs, Microsoft and Vista Equity Partners. The people who scope your work are the people who write the code.
Selected work
We built the AI transformation roadmap for a top-50 P&C brokerage, and it is saving the firm millions of dollars in vendor fees it did not need to pay.
Clients include some of the largest banks, RIAs, fintechs and AI labs, as well as a top-3 P&C carrier, a top-10 P&C brokerage, a top-5 trucking brokerage, a leading specialty MGA and a leading trucking MGA.
We run only 3 to 5 engagements at a time, so that every client works directly with the senior team.
About the team- Dozens
- of insurance companies, RIAs, banks and fintechs we have worked with
- 50 yrs
- combined AI engineering experience
- 10+ Patents
- granted to members of the team
- 100%
- of the IP we build is assigned to you
Find out whether this is worth building for your business.
A 30-minute call with an engineer usually shows whether this is worth building. Within a week you will have a free written point of view, including whether a packaged product would serve you better.