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CX Outcome Story
Multinational Banking Leader Deploys AI-Powered Smart Call Deflection to Unclog Its Contact Centers
Outcome Powered By:
Vertical
Financial Services
AI Solution Type
Conversional AI
Outcome
Multinational Banking leader overhauls the customer support process, automates
interactions with AI-powered solutions, and saves more than $9M in operational costs.
Challenge
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Inefficient System: This large bank with 200 million customers struggled with overloaded agents due to an IVR system only managing 40% of inquiries.
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Lacking Support: Rising support costs due to high call volume routed to human agents and slow online resolution resulting in poor customer experience.
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Automation & Efficiency: The bank seeks to improve customer support efficiency and reduce costs through automation.
Solution Process
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Reduced Call Center Traffic: The bank implemented a virtual assistant that understands customer intent and directs them to the appropriate channel (web, chat) for faster resolution, reducing call center workload.
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Improved Customer Experience: The virtual assistant offers personalized responses using conversational AI, handles general and specific inquiries, and seamlessly transitions to human agents for complex issues, leading to higher customer satisfaction.
Solution Details
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A virtual assistant was built that understands caller intent and deflects calls to the most appropriate web or chat channel based on the query, reducing call center workload.
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Solution analyzes high-volume call inquiries and automates responses to frequently asked questions using keywords and AI-driven pattern recognition, further reducing agent workload.