Case Study: Bancor achieves 85% first-interaction resolution with Engageware

Bancor resolves 80,000 monthly queries with Engageware

Bancor faced challenges with a previous chatbot investment that resulted in low resolution rates and a widening gap between member needs and the tool's capabilities. To address this, they turned to Engageware's AI suite, which includes Virtual Agent, Live Agent, and Studio.

By implementing Engageware's solution, Bancor achieved an 85% first-interaction resolution rate on WhatsApp, with only 15% of conversations requiring escalation. The vendor's platform transformed WhatsApp into Bancor's primary digital service channel, driving a 72% growth in its usage and facilitating over 135,000 total monthly customer interactions.

Bancor