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An increase in call volume was putting pressure on the bank’s contact center, which was struggling to hire skilled agents.
While call volume was consistently high, the bank also experienced regular peaks, corresponding with special offers. Increasing concerns around the rising cost of living meant more customers than ever before were calling to ask questions and carry out transactions.
Read the case study to find out how this bank reduced call volume by 30% on day 1 of launching a customer-led voice assistant.