AI Cuts Live Calls by 75%, Automation Soars to 94%

A prominent Slovenian financial institution implemented AI-powered chatbots to streamline customer service. This solution automated basic inquiries and empowered self-service, resulting in a 94% automation rate, 75% fewer live agent chats, and a 65% increase in chat containment.

Client:

Nova KBM is a prominent Slovenian financial institution established in 1862, offering a comprehensive suite of banking services for both individuals and businesses. Committed to innovation and customer satisfaction, Nova KBM has consistently been recognized as one of Slovenia’s leading banks, earning awards for its digital banking services and corporate social responsibility initiatives.

Problem Statement:

Nova KBM faced a challenge: their existing chat system overloaded live agents with basic inquiries. They needed an AI solution to:
● Automate FAQs and routine tasks, freeing agents for complex issues.
● Empower customers with self-service, reducing reliance on agents.
● Increase chat containment, resolving issues within the chat channel.

Results:

☑️ 94% Automation Rate: Minimized live agent support for basic inquiries.
☑️ 75% Fewer Live Agent Chats: Freed agents for complex issues.
☑️ 65% Increased Chat Containment: Resolved issues within the chat channel.

AI Solution:

In search of a solution to streamline customer service and empower self-service, Nova KBM bank implemented an AI-powered solution utilizing intelligent virtual assistants (IVAs) developed by Kore.ai’s XO Platform.

These AI-powered chatbots were integrated into Nova KBM’s contact center platform, allowing them to handle routine customer inquiries automatically and frequently asked questions (FAQs). This freed up live agents to focus on more complex customer interactions, enhancing overall service quality.

References:

1. Leading Slovenian Bank Offers Complete Customer Self-Service with AI-Powered Contact Centers

Industry: Financial Services, Banking
Vendor: Kore.ai
Client: Nova KBM