Case Study: Global Banking Group achieves faster credit card dispute handling with Amelia

Global Banking Group - Customer Case Study

Global Banking Group, a major banking institution serving millions of customers, needed a better way to handle credit card dispute calls in Spanish while also filtering out non-relevant inquiries and reducing pressure on live agents. They turned to Amelia to help streamline customer service and support straight-through processing for transaction disputes.

Using Amelia as a customer service agent, the bank can verify identity, locate transactions, and create claims during live conversations, then send confirmation emails with claim details. Amelia also acts as a filter for non-credit card questions, helping keep human agents focused on complex issues. The solution has delivered a 98% training accuracy rate, is handling 400 valid claims per month, and achieved a 69% abandon rate for this segment, with plans to scale to 40,000–50,000 claims per month.