54% improvement in self-service rates, driven by an AI-based digital assistant
54% improvement in self-service rates, driven by an AI-based digital assistant
54% improvement in self-service rates, driven by an AI-based digital assistant
We’ve developed a digital assistant to help Novobanco reduce internal helpdesk contact volume.
About the project:
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.
What we did:
Novobanco Main Achievements using AI in Customer Service
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
Impact:
54%
Self-service rate
26%
Improvement in AHT
15%
Increase in CSAT
About the project:
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.
What we did:
Novobanco Main Achievements using AI in Customer Service
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
Impact:
54%
Self-service rate
26%
Improvement in AHT
15%
Increase in CSAT
About the project:
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.
What we did:
Novobanco Main Achievements using AI in Customer Service
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
Impact:
54%
Self-service rate
26%
Improvement in AHT
15%
Increase in CSAT
