AI-ENABLED CONTACT CENTRE MODERNISATION

The Challenge

Driving Digital Engagement Without Increasing Cost-to-Serve

With digital banking adoption surging post-COVID, agents were constrained by outdated tools, leading to inconsistent customer experiences and long resolution times.

What We Did

Implemented conversational AI and voice-based virtual assistants. Integrated omnichannel routing across phone, chat, and mobile banking. Introduced real-time speech analytics for issue identification and sentiment tracking. Automated post-call summarisation using NLP.

The Results

Reduced call-handling time, improved first-contact resolution, and delivered consistent customer experiences across all service channels.