Case Study: EVO Banco achieves faster, lower-cost customer support with Google Cloud Platform

EVO Banco Developing a human-centric voice banking platform with Google Cloud

EVO Banco, one of Spain’s largest digital banks, needed a way to create a natural-sounding AI voice banking interface for its contact center so it could answer telephone queries faster and improve customer service. The bank turned to Google Cloud Platform, using services such as Dialogflow and Speech-to-Text, to connect its virtual assistant with the call center and handle growing demand while keeping costs low.

Google Cloud Platform, with support from partner Altostratus, implemented a scalable solution on Google Kubernetes Engine with PBX and SIP integration, enabling real-time call handling and routing across contact center systems. The results were strong: around 85% of calls are now handled by AI, average wait time dropped to two minutes, call routing accuracy reached 95%, and the solution accounts for just 3% of contact center running costs.

EVO Banco

Pedro Tomé

Head of Disruptive Innovation, Big Data and Advanced Analytics