Case Study: Trailblazing Czech Bank boosts retention and customer support with instinctools’ GPT-4 conversational AI chatbot

Trailblazing Czech Bank boosts NPS 34% with instinctools

The customer, a trailblazing Czech bank, faced the challenge of evolving customer expectations in online banking. Customers increasingly preferred using chatbots within the banking app but demanded more human-like and efficient communication. The bank needed to enhance its existing chatbot with advanced AI capabilities and required an AI-savvy tech partner, *instinctools, that was conformed to ISO 27001:2022 for security to safely integrate this new technology.

*instinctools deployed a private instance of GPT-4 within the bank's Azure tenant, upgrading the chatbot with natural language processing, generative AI, and a Siri-like voice assistant. The solution enabled faster query resolution and personalized financial advice. The results were significant: a 7% boost in 30-day retention rate, a 34% rise in Net Promoter Score (NPS), a 60% increase in First Contact Resolution (FCR), and a reduction in queries escalated to human support from 37% to just 2%.