Case Study: Alpha Bank Achieves Faster, Smarter Customer Care with Omilia's NLU and ASR Voice Portal

Alpha Bank - Customer Case Study

Alpha Bank, one of Europe’s leading financial institutions, wanted to improve the customer experience in its call center by moving beyond traditional IVR key presses and long queues. Omilia helped the bank modernize its voice customer care portal with a more natural, streamlined way for customers to access support.

Omilia re-engineered the portal into a full Natural Language Understanding and Automatic Speech Recognition-powered speech portal using DiaManT Dialogue Manager v7 and omASR v2. The new solution lets customers speak freely to a virtual agent, receive information faster, self-serve, or be routed directly to the right agent group, with reported performance of 96% accuracy in understanding requests and 98% accuracy in recognizing account numbers.

Alpha Bank

Sotiris Kyriakos

Manager of Alternative Networks Division