The Next Applied
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A LEADING US-BASED GLOBAL BANK MODERNIZED THEIR CONTACT CENTER AND AUTOMATED 75% TRANSACTION-BASED CONVERSATIONS WITH CRS VIRTUAL ASSISTANT

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  • AI-Powered Virtual Assistant Modernizes Contact Center Operations

CLIENT

 

A large US-based global bank with multilingual, multi-brand credit card processing, and 50+ million consumer banking base for branded cards & retail banks.

BUSINESS CHALLENGE

  • 24M monthly calls with volumes increasing 8-10% YoY
  • Increasing pressure on contact center due to queries routing to live agents
  • Members waiting too long in queue to get basic information

Contact us to translate this solution into action for your organization

 

SOLUTION

 

  • Deployed a Credit Card Virtual Assistant (VA / CRS) across SMS, Web, and Mobile, fully integrated with the legacy IVR stack

  • Enabled end-to-end self-service for high-frequency transactions: reward points, transactions, bill pay, lost/stolen cards

  • Built call deflections from IVR to Mobile/Web VA

BENEFITS

60% containment rate

75% of transaction-based conversations are now automated

IVR volume reduced by 18% YOY over the past 2yr

20% of customer engagements serviced with FAQS

90% NLU accuracy

3% of customers now make payments via SMS