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, AI-powered voice banking experience for its contact center that could handle telephone queries faster and integrate with its existing systems. The bank turned to Google Cloud Platform to build this capability, aiming for a reliable, scalable solution that could improve customer service while optimizing costs.

Google Cloud Platform, working with partner Altostratus, implemented a voice banking platform on Google Kubernetes Engine with Speech-to-Text, Dialogflow, Dataflow, BigQuery, and Looker Studio. The solution now handles around 85% of contact center calls, cuts average wait time to two minutes from five to six, routes calls accurately 95% of the time, and costs just 3% of total contact center running costs, while delivering effective outcomes for about 70% of customers.

EVO Banco

Pedro Tomé

Head of Disruptive Innovation, Big Data and Advanced Analytics