Case Study: Union Bank of India reduces AHT and improves complaint handling with Floatbot AI Agent Assist

Union Bank of India reduces AHT by 27% with Floatbot

Union Bank of India, a major public sector bank, sought to improve customer service security and efficiency. Their objectives included enabling swift card blocking, streamlining complaint resolution, and facilitating doorstep banking services. To meet these challenges, they partnered with Floatbot to implement its GenAI-powered real-time AI Agent Assist solution.

Floatbot deployed its AI Agent Assist on a private cloud instance, integrating it with the bank's Genesys Cloud contact center and core banking systems. The solution provided real-time guidance to agents during customer calls, enabling features like voice-initiated card blocking and faster complaint handling. The implementation resulted in a 27% reduction in average handling time, a 45% improvement in complaint handling speed, and 95% accuracy in response recommendations to agents.

Union Bank of India