Transforming Customer Experience For A Bank Through Zero-touch Interaction

Client:

One of the largest banking and financial services providers in central and eastern Europe with over 2700 branches spanning across 7 countries.

Problem Statement:

The client’s core customer services were affected by heavy dependency on manpower, which also left room for errors. Multiple touchpoints delayed the process of query resolution. Rising operational costs also became a concern.

Benefits Achieved:

Overall improvement in customer experience, with reduced escalation of unprocessed requests, and greater flexibility of customised service response.

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