Case Study: Co-operative Banking Group achieves faster, more consistent customer service with Artificial Solutions

Co-operative Banking Group Investment in Intelligent Virtual Assistant Pays Dividends

The Co-operative Banking Group turned to Artificial Solutions to improve efficiency across its banking and insurance contact center operations. Its challenge was to deliver faster, more consistent, and compliant answers to customer queries while reducing repeat calls and waiting times.

Artificial Solutions implemented Mia (My Interactive Adviser), an intelligent virtual assistant built with its Natural Language Interaction technology, Teneo, and deployed it on the intranet to support staff. The solution helped advisors access accurate answers instantly, cut call times by up to 65%, and save about 35 seconds per call, while also improving staff confidence and customer experience.

Co-operative Banking Group

Peter Rowbottom

Function Leader