Case Study: Scotiabank reduces contact emails 20% and handles 3.5M customer queries annually with [24]7.ai Virtual Agent

Scotiabank - Customer Case Study

Scotiabank, a leading financial services provider with over 23 million customers across North America, Latin America, the Caribbean and parts of Asia, faced rising online customer inquiries and increasing contact center staffing costs. The bank needed a cost‑effective way to deliver accurate answers on its websites and lacked a reliable voice‑of‑the‑customer view to identify content and service gaps.

Scotiabank deployed [24]7.ai’s “AskScotia” virtual agent and co‑developed a 3,000‑answer bilingual knowledge base, supplemented by [24]7 Voices analytics. The solution now handles 3.5M customer questions per year at 95% answer accuracy, cut email volume to the contact center by 20%, reduced staffing costs, and delivered actionable customer insights to improve website content and services.

Scotiabank