Case Study: Westpac achieves 80% reduction in misrouted calls and halves testing costs with Cyara

Westpac - Customer Case Study

Westpac, Australia’s first bank, was managing roughly 60 million customer phone interactions a year but faced major contact center challenges: about 25% of inbound calls were misrouted, customers spent an average of 90 seconds to reach the right destination, and agents often needed 20–30 seconds more to identify callers’ needs. The bank set out to improve customer experience and operational efficiency through better call classification and more reliable testing.

Westpac implemented a customer‑centric, speech‑enabled call classification system and used Cyara’s automated testing and monitoring to design, validate and regressively test the flows. The result: misroutes dropped from 25% to 7% (an 80% reduction), navigation time fell to under 14 seconds, 80% of callers reach their destination with a single identifier, bankers have context on 90% of calls, human testing needs fell by 50%, and customer satisfaction rose to 93% “satisfied”–“very satisfied.”

Westpac