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Bank Boosts Resolution Rates to 85% and Grows Digital Usage with AI Virtual Assistance

Success Story

Regional Bank Boosts Resolution Rates to 85% and Grows Digital Usage by 72% with AI-Powered Virtual Assistance for Service and Transactions

CUSTOMER OVERVIEW 

Company Size 220 branches, 3,000 employees, and 1.7 million individual and corporate clients 
Beneficiary Teams Customer Relations, Digital Services, Operational Teams 
Industry Financial Services 
Engageware Solutions & Integrations WhatsApp, Engageware Live, Engageware Studio, Engageware Engage 

CHALLENGE

The regional bank faced inefficiencies with its legacy chatbot, which lacked the capabilities needed to meet customer expectations including high agent workloads and suboptimal WhatsApp usage that led to: 

  • Low resolution rates and unresolved inquiries 
  • Inefficient service on digital channels that impacted CSAT scores 
  • Increased reliance on resource-heavy call centers. 

SOLUTION  

When the regional bank sought to overhaul its customer service, they conducted thorough market research for a solution with advanced AI, seamless integration, and scalability. Engageware emerged as the clear choice, offering an end-to-end engagement platform capable of transforming digital service delivery: 

“Engageware delivers a scalable, intuitive solution, the platform’s ease of use allows us to stay agile, closer to our customers, and make faster decisions. Additionally, Engageware’s team has been with us every step of the way, providing quick, personalized support that made all the difference.” — Deputy Manager, Customer Relations 

AI-Powered Efficiency for First Interaction Resolution 

The bank adopted Engageware’s AI-powered virtual assistant to deliver 24/7 efficient, personalized service, improving first interaction resolution and streamlining transactional capabilities. 

  • Engageware Studio enabled secure identity verification, billing inquiries, and transactional operations. 
  • The virtual assistant drove an impressive 72% growth in digital service channels within a year, paving the way for continued growth with ease. 
  •  Engageware Live enables smooth handoffs to human agents for 20,000 escalated interactions monthly, with only 15% of inquiries needing human assistance, freeing teams for high-value tasks. 
  • Engageware Engage solution drives personalized targeted campaigns, reaching 30,000 users monthly and strengthening digital relationships. 

RESULTS 

  • 90% of customer interactions are handled via virtual assistant 
  • NPS score increased 24% 
  • 135,000+ monthly customer interactions managed across Engageware’s suite 
  • 40,000+ banking transactions processed monthly with secure integrations 

“From being one of the least-used, now our digital channels have transformed into the leading customer service platform”. — Deputy Manager, Customer Relations 

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