Case Study: Fifth Third Bank achieves holistic, AI-driven customer insights and cost savings with NICE Systems (Enlighten AI & Nexidia Analytics)

Fifth Third Bank Transforms Voice of the Customer through NICE Enlighten AI and Nexidia Analytics

Fifth Third Bank, a major Midwestern financial institution with $211B in assets, faced limited visibility into customer experience because it relied on small-sample surveys and only a narrow rollout of speech analytics. The bank wanted representative, objective sentiment and intent data from every interaction to climb independent customer-experience rankings and replace costly, low-utility surveys.

The bank deployed NICE Nexidia Analytics and NICE Enlighten AI across thousands of agents, enabling phonetic analysis and AI-driven behavioral metrics on 15.7 million calls (77% of calls automatically characterized). After a six-month ramp-up it retired the survey program, realized cost savings, repurposed 6 FTEs, and improved coaching with targeted training on behaviors like ownership and active listening—delivering broader, actionable insights and measurable CX improvement.

Fifth Third Bank

Kevin Anderson

Speech Analytics Program Manager