Use Case: Transactional Interactions

Challenge:

A high street bank was encountering problems with a common customer request for change of address. Issues included bad accuracy levels and lengthy calls.

 

Actions:

  • Voice-to-text to review calls.
  • Automated field population in the system.
  • Human approval and conversation.

Outcomes:

  • Reduction in the amount of time taken to complete very transactional interactions.
  • Provided the opportunity to return to a more supportive, conversational style rather than a data input scenario.