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

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.ai Experience Optimization (XO) Platform that can handle over 80% of 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.

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.