Industry:

Banking

Country:

Portugal

Company:

Novobanco has 1,4 million clients and 4.193 employees, who are spread out over 311 branches and 20 corporate centers. In addition to growing revenue, the bank has increased capital momentum enhancing value creation for all stakeholders as a result of its sustainable growth strategy.

54% improvement in self-service rates, driven by an AI-based digital assistant.

CRM Integration

Solution

Virtual Assistant

Achievement

54%​

Self-service rate​

Novobanco Main Achivements using AI in Customer Service

Main Achivements

  • 26% Improvement in AHT​
  • 15% Increase in CSAT
  • 45 days to get results

The challenge

  • Helpdesk support was 100% voice & manual.​
  • Novobanco’s internal teams often had to face waiting times of 10min or more to engage with the helpdesk. ​
  • A relatively small number of questions was generating an elevated share of support requests.​​

The solution

  • We’ve developed a digital assistant to help Novobanco reduce internal helpdesk contact volume. ​
  • The digital assistant is able to triage, prioritize and tag interactions and, autonomously, close a wide range of support tickets.​
  • The developed assistant led to 32% deflection rate of helpdesk support interactions, achieved within 3 weeks​.​

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