Multinational Banking Leader Deploys AI-Powered Smart Call Deflection to Unclog its Contact Centers
公司规模
1,000+
地区
- America
国家
- United States
产品
- Kore AI Virtual Assistant
技术栈
- Artificial Intelligence
- Conversational AI
- Pattern Recognition
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 自然语言处理 (NLP)
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
用例
- 对话机器人
服务
- 软件设计与工程服务
关于客户
The customer is a New York-based multinational banking and financial services conglomerate. It has over 200 million accounts, 2,500 branches, and operates in 160 countries. The bank has over 35 million customers in North America alone. The bank was awarded the Most Innovative Digital Bank in Latin America by the Global Finance magazine and has been recognized as one of the Most Community-Minded Companies in the US since 2012. With over $2 trillion in assets and serving 200 million customers worldwide, this bank relied on IVR and human agent-based customer support to distribute the workload.
挑战
The New York-based multinational banking and financial services conglomerate was facing a higher workload of cases as the IVR could not contain more than 40% of its callers. The costs of providing support started to rise, compounded with an increasing volume of support requests that kept getting routed to human agents instead of the IVR. The bank also observed that it took a long time for queries to get resolved whenever customers tried to avoid phone calls and avail support online by referring to FAQs on the website, resulting in an adverse impact on CSAT scores. The bank started to explore ways to enable centralized omnichannel support and automate its contact center operations, reduce support costs, improve efficiency and enhance customer support.
解决方案
The financial services firm partnered with Kore to build a virtual assistant that could address their need: understand caller’s intent and based on the nature of the query smartly deflect the incoming call to web or chat channels helping unclog the call centers. At Kore, they began by analyzing the high-volume call center inquiries to map flows for the most frequently asked questions. The agreed goal was to automate responses using keywords and pattern recognition driven by AI, thereby reducing the agent workload. Using Kore technology, the bank IT team along with Kore built a smart call deflection and virtual assistant system that allowed the customer support program to have an omnichannel presence. The solution deflected customers to the appropriate digital channel based on the nature of their query and provided personalized responses leveraging conversational AI.
运营影响
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