Case Study: Eurobank reduces agent transfers and boosts customer satisfaction with Omilia conversational IVR

Eurobank - Customer Case Study

Eurobank, a dynamic banking group operating in eight countries, wanted to modernize its aging Voice IVR customer care portal and improve customer service through better self-service and fewer agent transfers. Following a successful pilot, Eurobank chose Omilia and its speech-enabled conversational customer care technology with Natural Language Understanding (NLU), including deepASR and DiaManT.

Omilia implemented the new system in March 2015, and it has since handled more than 4 million callers. The solution delivered strong results: agent-to-agent transfers dropped significantly, concept identification success rate stayed consistently above 94%, and Eurobank reported that for every euro paid to Omilia in 2016, it realized nearly three euros in savings from agent personnel costs. Customer satisfaction also improved, with 85% of successfully self-served callers saying they were satisfied or very satisfied.

Eurobank

Kostantinos Koros

Contact Center Manager