CGI's AI Solution Boosts SOK Finance's Efficiency in Financial Operations

In a significant advancement for the financial services sector, CGI, one of the foremost independent IT and business consulting firms globally, has integrated a multi-agent AI solution for SOK Finance. This innovative collaboration aims to streamline and enhance customer service operations, showcasing how artificial intelligence can be effectively utilized in the finance industry.

Based on AWS Bedrock technology, the new AI system is designed to handle a high volume of customer service inquiries at SOK Finance's Palveluässä service center. This facility offers essential financial and payroll services to the extensive S Group, a network of approximately 2,000 retail and service outlets in Finland, owned collectively by its customers. The primary goal of this AI integration is to improve operational efficiency by automating standard processes, such as managing requests for invoice copies and altering due dates, which were previously managed manually.

The implementation journey began with the recognition of the repetitive nature of many tasks handled by service centers. According to Aki Okkonen, Head of Shared Service Center at SOK Finance, there was a clear need for a solution that would leverage new technology to effectively support the workforce. Collaborative efforts between CGI's specialists and the SOK Finance team led to the successful deployment of the AI-driven system.

By automating routine inquiries, the AI agents can swiftly process incoming requests, gather data from backend systems, and execute various tasks autonomously. This not only enhances workflow consistency but also enables human employees to focus on more complex cases that require thoughtful decision-making and personal service. Mervi Koponen, Director of Development at SOK Finance, emphasized that the ability of AI to handle these routine inquiries allows their staff to provide a higher level of service where human judgement is necessary, thus shifting the value proposition of customer service.

This transition from a pilot project to a fully operational system marks a significant step for SOK Finance, setting a precedent in the financial sector where many organizations are still in the experimental phase of AI adoption. Katja Vuokila, Director of Consulting Services at CGI, noted that the deployment of this solution offers tangible business value by incorporating AI into everyday operations, demonstrating a practical application of technology to enhance financial administration and customer service.

CGI's role extended beyond mere implementation. The team was intricately involved in the design, deployment, and integration of the AI solution with SOK Finance's existing key systems. This comprehensive approach not only guarantees a seamless transition but also ensures that the AI system is effectively tailored to meet the company's unique operational needs.

Founded in 1976, CGI has established itself as a leader in IT and business consulting with a global workforce of 94,000 professionals. Their extensive range of services, encompassing strategic IT consulting, systems integration, managed IT services, and business process management, has positioned them at the forefront of digital transformation initiatives for organizations worldwide. In the fiscal year 2025, CGI reported a revenue of CA$15.91 billion, reflecting its robust market presence and capability.

The collaboration with SOK Finance serves as a blueprint for how AI can transform traditional processes in the financial services industry. As the landscape of customer service continues to evolve, the integration of such innovative solutions will undoubtedly play a crucial role in defining superior service delivery in the future, benefiting both organizations and their customers. With the successful application of the multi-agent AI solution, SOK Finance has not only optimized its operations but has also placed itself at the cutting edge of financial technology development in Europe.