Use Case: COVID Assistant for Large Multinational Bank
Industry: Banking
Function: Customer Support
Client Info:
The bank is part of a financial services multinational group. With more than 200+ years of banking experience, they are servicing in more than 19 countries with 2500+ branches
Challenge:
- COVID-19 has impacted many businesses, including banks
- In times of financial unrest, customers make numerous calls to the bank’s contact centers to request support
- With a sudden spike in call volumes, the unavailability of support employees in the pandemic is adding fuel to the fire
Solution:
- Kore.ai, with expertise and the robust platform, was able to come up with a solution in record-breaking time
- The virtual assistant built by Kore identifies the caller intent and answers the customer calls promptly
- Based on the understanding( if needed), it directs the call to other channels like the web portal or mobile app
Benefits:
- The client was impressed with the speed and agility showcased by the Kore.ai team and equally responsive platform
- In the first month of deployment, more than 15% of the total calls were diverted
Channels:
- IVR
