Case Study: Eurobank cuts contact center costs and boosts customer satisfaction with Omilia

Eurobank achieves 94% concept identification success with Omilia

Eurobank, a dynamic banking group with a strong international presence, faced challenges with its outdated Voice IVR system, which led to high rates of agent transfers and negatively impacted customer satisfaction and operational costs. To address this, Eurobank partnered with Omilia to implement a new speech-enabled conversational customer care system utilizing Natural Language Understanding (NLU) technology.

The solution from Omilia integrated advanced Speech-to-Text and Dialog Management technologies, which significantly improved the efficiency of customer interactions. The results were impressive, with 85% of self-serving customers reporting satisfaction and the bank achieving a cost savings of nearly €3 for every €1 spent on Omilia's services due to reduced agent personnel costs.

Eurobank