Case Study: Unicaja Banco achieves faster customer service insights with Looker

Unicaja Banco Increasing customer satisfaction with a virtual assistant

Unicaja Banco, a major Spanish bank, wanted to improve customer care and better understand customer behavior by building a faster digital support experience. The bank worked with Looker as part of a Google Cloud analytics and AI stack, alongside tools like Dialogflow CX and BigQuery, to create a virtual assistant and support more informed marketing decisions.

Looker helped Unicaja Banco visualize insights from its data pipeline, supporting a solution that went from proof of concept to production in under six months. The initiative reduced call-center load, saved about eight minutes per call on average, analyzed real-time data from more than 700,000 website visitors, handled over 21,000 customer queries, and helped pre-qualify purchases in 9.51% of conversations.

Unicaja Banco

Moisés Riestra

Director of Artificial Intelligence