Case Study: Principal Financial improves 401k participant support with Cantina's intelligent chatbots

Principal Financial cuts call volume by 70% with Cantina

Principal Financial, a financial services company, engaged Cantina to assess their 401k participant experience and identify opportunities to leverage chatbot technology. Their challenge was to improve the online customer experience for tasks like distribution requests and new plan onboarding, while also reducing the high volume of calls to their support center.

Cantina conducted a six-week discovery process, reviewing research and refining journey maps to identify key user pain points. They then developed and tested online prototypes for a chatbot. The solution provided Principal with a detailed strategy and implementation guidance for deploying chatbots, which was projected to streamline the user experience and significantly reduce call center volume.

Principal Financial