Use Case: COVID Assistant for Large Multinational Bank

Industry: Banking

Function: Customer Support

Client Info:

The bank is part of a financial services multinational group. With more than 200+ years of banking experience, they are servicing in more than 19 countries with 2500+ branches

Challenge:

  • COVID-19 has impacted many businesses, including banks
  • In times of financial unrest, customers make numerous calls to the bank’s contact centers to request support
  • With a sudden spike in call volumes, the unavailability of support employees in the pandemic is adding fuel to the fire

Solution:

  • Kore.ai, with expertise and the robust platform, was able to come up with a solution in a record-breaking time
  • The virtual assistant built by Kore identifies the caller intent and answers the customer calls promptly
  • Based on the understanding( if needed), it directs the call to other channels like the web portal or mobile app

Benefits:

  • The client was impressed with the speed and agility showcased by the Kore.ai team and the equally responsive platform
  • In the first month of deployment, more than 15% of the total calls were diverted

Channels:

  • IVR
COVID-19 chatbot for banks and financial industries

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