Case Study: DNB achieves 30% reduction in call volumes and 6.5% AHT reduction with Genesys Predictive Routing

Digital-first banking in critical times

DNB, Norway’s largest financial services group, adopted a digital-first strategy to manage some 8 million annual interactions across 1,500 agents. Facing the need to improve digital journeys with AI, optimize routing for high-value loan and mortgage calls, and reduce average handle time (AHT) and wait times, the bank sought a solution that would boost efficiency without compromising customer experience or security.

By deploying Genesys Predictive Routing alongside virtual assistants and chatbots in a secure hybrid cloud setup, DNB cut call volumes by 30%, achieved a 90% resolution rate via chatbots, and reduced AHT by 6.5%, leading to shorter queues, more time for agents to close high-value deals, and consistently high customer satisfaction and loyalty.

DNB

Ketil Berge

Technical Lead