Agents dug through a vast catalog for answers. Now, AI preps calls and surfaces instant insights for 300 remote employees.
Spain's leading bank serves over 20 million customers and manages 500 million monthly interactions across physical branches and digital channels.
Front-line teams struggled to navigate complex inquiries across a vast catalog ranging from credit cards to mortgages. Previous attempts to build AI...
“As leaders, we have the responsibility to provide the best service for our customers. Our customers and society are changing very quickly, and we need to meet our customers where they are.”
Banking and financial services group for retail and corporate customers.
Agents typed furiously while customers waited on hold. AI now summarizes calls, saving the team 250,000 hours annually.
Advisors hunted data across five systems. GenAI now builds traceable meeting packs, saving 4,700 hours a year.
Manual sampling missed millions of guest signals. AI now analyzes every interaction and automates 25% of staff requests.
Seasonal surges overwhelmed 600 specialists. Now, AI agents autonomously resolve order tracking and FAQs using real-time data.