Rigid chatbots left 16,500 weekly customers waiting. A custom GenAI tool now resolves ambiguity for instant answers.
A global banking institution handles 85,000 weekly customer inquiries via phone and chat in its Netherlands market alone.
The existing rule-based chatbot resolved less than half of these interactions, leaving 16,500 customers per week waiting for live agents. This...
“This project has helped establish a solid technical foundation that puts ING at the forefront of gen AI applications within the banking industry.”
Retail and wholesale banking services for individuals and corporations.
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