Case Study: National Australia Bank achieves 50% reduction in testing team and improved speech-recognition accuracy with Cyara

National Australia Bank - Customer Case Study

National Australia Bank (NAB) replaced traditional IVR with a new speech recognition and voice biometric system to route customer calls more effectively. To prepare, NAB collected and analyzed recordings from more than 70,000 customers and built a 400–500 utterance test model, but faced a limited six-person testing team and a tight timeframe to validate accuracy and establish a customer experience baseline.

NAB implemented Cyara’s automated, SaaS-based testing to run large-scale utterance, regression and load tests, creating a repeatable baseline for ongoing measurement. The result: testing that once required a six-person team is now operated by a single staffer, test quantity and quality improved, the bank can run daily validations and load tests, and customer recognition and routing performance measurably increased.

National Australia Bank

Sam Jackal

Program Manager, Direct Voice Channels