Case Study: Largest Banks achieve personalized customer support with Creative Virtual V-Person

Largest Banks - Customer Case Study

Largest Banks, one of the largest banks in the United States, wanted to improve the customer experience on its authenticated loans, banking, and credit cards pages. It needed a virtual agent that could understand complex questions in English and Spanish, personalize responses using customer profile data, integrate with back-end systems, run across web, mobile, and tablet environments, and meet strict security and scalability requirements. Creative Virtual’s V-Person™ and V-Portal™ were selected to meet these needs.

Creative Virtual implemented V-Person with V-Portal to deliver a personalized virtual assistant embedded in the logged-in area of the bank’s site. The solution enabled compliant, real-time content updates, voice-of-customer reporting, and highly relevant answers based on user profiles. As a result, Largest Banks saw customer satisfaction consistently rise, gained better insight into customer questions, and scaled the assistant to handle millions of conversations per month.