Multinational Banking Leader Achieves 70% Reduction In Call-Waiting Times, $9M In Operational Savings With Virtual Assistants
Multinational Banking Leader Achieves 70% Reduction In Call-Waiting Times, $9M In Operational Savings With Virtual Assistants
Challenge
The bank's interactive voice response (IVR) system struggled to address over 40% of customer inquiries related to lost or stolen cards, credit card balance transfers, check orders, loan account statements, and other matters. This led to escalating operational costs as more support requests were directed to human agents instead of being resolved through the IVR system.
Solution
An intelligent call deflection system and virtual assistant platform was developed, enhancing the customer support program with a seamless omnichannel experience. As a result, customers now have access to assistance around the clock through voice (IVR) or text (virtual assistant) channels. Additionally, customers have the option to engage with a virtual assistant for routine inquiries concerning credit card and banking transactions.
Key Stats
52%
Call Containment
70%
Reduction In Call-Waiting Time
$9M+
Savings In Operational Costs In Two Years
Discover in the case study how banking customer service can streamline repetitive inquiries and transactions through automation, resulting in expedited service delivery and reduced costs for human agents.
Have more
questions?
Talk to an AI expert
Send in your
queries
About Us
Solutions
- List Item #1