Large retail bank unable to deliver experiences their customers are demanding.

Challenge

  • High frequency of calls for help with simple repetitive tasks 
  • Lack of analytics / insight into call drivers
  • Single, less efficient channel for customer support 
  • Customer frustration and low satisfaction impacting loyalty and retention

Solution

  • Implement speech analytics to understand call drivers – short and long
  • Launch chat support and automate simple, repetitive interactions via chat bot/automation
  • Use journey analytics to analyze customer interaction data across silos, uncover and fix issues, optimize experiences and drive desired behaviors

Expected Outcome

  • Increased customer satisfaction 
  • Increased efficiency of agents
  • Reduced calls and shorter AHT
  • Improved first call resolution

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