Global Banking Leader Achieves 90% Call Containment Rate with AI Virtual Assistants
Global Banking Leader Achieves 90% Call Containment Rate with AI Virtual Assistants
Challenge
The credit card customers of partner companies depend on the bank's customer service operations, including chat and IVR/contact center services, to resolve their credit card inquiries and requests. On average, the bank's contact center handles 15 million calls per month related to partner credit card queries, with call volumes increasing by 10-15% annually. The bank sought a cost-effective solution that prioritized customer satisfaction to address this growing challenge.
Solution
The company introduced a virtual assistant for customer support, developed using White Gator AI’s technology, capable of managing more than 80% of routine inquiries. Calls from customers are seamlessly redirected to web and chat channels. Leveraging advanced NLP and AI technologies, these virtual assistants provide automated responses that closely resemble human interaction, ensuring high accuracy.
Key Stats
15M
Credit-Card Related Queries Per Month
90%
Call Containment Rate
25+
Languages Supported
Explore this case study to discover how major corporations are harnessing conversational AI to enhance the efficiency of customer support operations and foster customer satisfaction.
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