The bank’s customer support interactive voice response (IVR) could not contain more than 40% of its callers’ inquiries on lost and stolen cards, balance transfers between credit card companies, order cheques, account statements for loans, and more. Operational cost was rising with an increasing volume of support requests that continued to be routed to human agents instead of settling in the IVR.
The bank’s IT team along with Kore.ai's team built a smart call deflection and virtual assistant system that empowered the customer support program with an omnichannel presence. Now, the customers are served 24X7 via voice (IVR) or text (virtual assistant) channel. Customers are given an option to be served by a virtual assistant for their routine queries related to credit card and banking transactions.
Fortune 2000 companies
Top 4 banks Top 3 healthcare
interact with Kore.ai technology
Employees use Kore IVAs
to automate 1 billion plus interactions across 35+ channels
based on use case
In cost reduction
delivered to consumer operations since 2015