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CASE STUDY

Global Banking Leader Deploys Virtual Assistants to Serve Millions of Credit Card Customers via Partners and Achieves 90% Call Containment Rate

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Global-Banking-Leader

 

The Customer

The New York headquartered global financial services company operates in 160 countries. Besides that it has over 65 million credit card customers from 49 partner firms in North America, from large partner businesses in the retail sector.

Challenge

The credit card customers of the partner companies rely on the bank’s customer service operations (chat and IVR/contact center) to address their credit card related queries and requests. On average, the bank contact center receives 15 million calls monthly pertaining to partner credit card queries, with the call volumes increasing in the range of 10-15% each year. The bank was looking for a cost effective yet customer centric solution to address this growing challenge.

Solution

The company launched a customer support virtual assistant built on Kore Virtual Assistant Platform that can handle over 80% routine queries. Customer calls are automatically diverted to the web and chat channels. With superior NLP and AI capabilities, the virtual assistants are delivering automated yet human-like responses with high accuracy.

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15M

credit card related queries a month
containment -icon

90%

call containment rate
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25+

Languages supported

 

Read this case study to find out how big companies are leveraging the power of conversational AI to improve efficiency of customer support operations and create customer delight.

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Our Clients

100+

Fortune 500 companies 

Top 4 banks, Top 3 healthcare

70m

Enterprise consumers

interact with Kore tech

500k

Employees use Kore bots

automate 1B+ interactions

15%-75%

Employees use Kore bots

Automation Rates

$500m

In cost reduction

delivered since 2015

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