Case Study: SEB achieves faster customer service with Amelia by IPsoft

SEB - Customer Case Study

SEB, a leading Nordic corporate bank based in Sweden, wanted to make it easier for its more than one million customers to submit banking queries online and get faster resolutions. To address this challenge, SEB partnered with Amelia and deployed IPsoft’s cognitive virtual agent, Amelia, on its customer-facing banking website.

Amelia helped SEB handle high-volume tasks such as password resets, card troubleshooting, bank-location inquiries, and even more complex ID verification questions. The results included 80% response accuracy on trained content, 85% intent recognition, and support for about 200 customer queries per day, improving customer service speed while also benefiting employees and shareholders.

SEB