Case Study: MONETA Money Bank improves customer care and cuts contact center costs with Microsoft Power BI

MONETA Money Bank - Customer Case Study

MONETA Money Bank, the fourth-largest bank in the Czech Republic serving 1.5 million customers, faced a 300% rise in contact center volumes and growing demand for routine tasks like password resets and card limit changes. To reduce wait times and handle simple requests faster, MONETA worked with NTT Czech Republic and Feedyou Platform to build an AI voicebot, Tom, using Microsoft Azure AI technologies and analyzed performance with Microsoft Power BI.

The implemented solution uses the Feedyou Platform and Azure Cognitive Services for speech and language, while Microsoft Power BI dashboards drive iterative improvements by surfacing call recordings and model errors. Tom now answers 43% of calls, handles 42% of customer operations, verifies 37% of callers, resolves many queries in 96 seconds, manages about 25% of inquiries, saved staff over 4,000 hours in three months, and helped reduce contact center headcount by 10%—delivering measurable cost savings and higher customer satisfaction with continuous tuning via Microsoft Power BI.

MONETA Money Bank

Michal Kocinec

Project Manager