High fluctuations in call volume combined with difficulty staffing the contact center.
A voice assistant that stablizes call volume and builds customer trust through empathetic voice experiences.
30% reduction in call volume.
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. A combination of high call volume and limited agents to handle complex engagements meant customers were often
routed to the wrong department, causing increased wait times. As a result, the bank’s CSAT began to suffer.
The bank invested in online self-service to reduce pressure on the contact center, including a chatbot that encouraged customers to complete tasks online. With a predominantly non-digital native customer base with financial or time-sensitive questions, customers continued to pick up the phone.
calls resolved with no API integrations.
CSAT maintained before and after introduction of the voice assistant.
Upskilling and redeploying agents
24/7 contact center operating hours meant late shifts and weekend work, impacting the personal lives and preferences of Customer Service Representatives.
With the voice assistant handling repetitive calls, the bank is using the time gained back to commit to strengthening agents’ skills and employability while improving CSR well-being and work-life balance.