Case Study: Alfa Bank achieves lower handling times and near-zero transfers with Omilia

Alfa Bank - Customer Case Study

Alfa Bank, a Ukrainian universal commercial bank based in Kyiv, needed a better way to handle its high-volume call center, which processed more than 200,000 contacts a month in Russian, Ukrainian, and mixed-language interactions. The bank was looking for a natural language understanding solution that could improve customer experience while reducing call handling costs and increasing flexibility.

Omilia implemented its Natural Dialog Solution / NLU call center application for Alfa Bank, enabling faster handling of customer requests and supporting rapid updates when demand spiked. The result was significantly reduced average handling time, near-zero agent-to-agent transfers, and a robust, multilingual system that Omilia was able to modify within just a few hours during an emergency, helping Alfa Bank handle thousands of concurrent calls effectively.

Alfa Bank

Valentyna Yarosh

Manager of Customer service