Case Study: Global Bank achieves 52% call containment, 70% reduced wait times and $9M+ savings with Kore.ai

Multinational Banking Leader Deploys AI-Powered Smart Call Deflection to Unclog its Contact Centers

Global Bank, a New York–based multinational banking leader serving 200 million accounts, faced overloaded contact centers after its IVR could contain only about 40% of callers. Rising agent workload, long wait times and declining customer satisfaction prompted the bank to partner with Kore.ai to implement an AI‑powered virtual assistant and smart call‑deflection solution to centralize omnichannel support and automate routine interactions.

Kore.ai built a conversational virtual assistant that deflects calls to web and chat, automates common transactions (payments, balance checks, card locks, transaction history, bill pay) and hands complex cases to agents with context. The Kore.ai deployment delivered 52% call containment, a 70% reduction in call waiting time, roughly $2.5M saved in year one and $7.2M in year two (over $9M total), and a 25% improvement in CSAT, speeding resolution and materially lowering support costs.