Case Study: Santander Bank reduces response times with BOTWISE

Santander Bank - Customer Case Study

Santander Bank, the third largest bank in Poland, faced significant customer service challenges following its merger with Deutsche Bank. The integration extended customer wait times and overwhelmed nearly 400 consultants who had to master a complex, expanded knowledge base. Key issues included costly and lengthy new employee training, high staff turnover, and a high risk of providing incorrect answers. The bank turned to the vendor BOTWISE for a solution.

BOTWISE provided a platform that integrated all knowledge resources, allowing consultants to search them using natural language queries. This automatic system required no manual document tagging. The solution yielded a 97.6% correct answer rate, reduced consultation time by 7%, and achieved an 89.7% user satisfaction score. BOTWISE also shortened new employee onboarding, decreased complaints, and reduced the need for second-line support, significantly improving efficiency for approximately 300 consultants.

Santander Bank

Ilona Dawidowska

Director of the Development and Support Office