Cognitive Call Center AI Assistant
Agents struggled to quickly find correct information while managing frustrated customers.
A multinational bank with 10,000 support agents handling millions of calls.
Real-Time Speech Transcription
Sentiment & Intent Recognition
Agent Co-Pilot Interface
1
High average handling time (AHT)
2
Inconsistent agent performance
3
Low customer satisfaction (CSAT) scores
Reduced
AHT by 35%
increased First Call Resolution by 25%
Improved
CSAT scores by 4.5 points
An AI assistant that listens to calls, instantly retrieves relevant policy info, and suggests empathetic responses.
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