Case Study: a financial service company boosts self-service and cuts call volumes with Omilia Conversational Voice

Financial Service Company boosts self-service completion to 96% with Omilia

A financial service company with over 6 million clients was facing increased call volumes, leading to longer wait times, higher abandonment rates, and a time-consuming authentication process. To improve customer experience and automate routine tasks, they partnered with Omilia and implemented its Conversational Voice solution built on the Omilia Cloud Platform (OCP).

Using Omilia's Natural Language IVR with high semantic accuracy, the company increased call containment by over 30% and achieved more than 96% self-service completion. This reduced agent operating costs by over 20% and lowered call abandonment rates. The solution also decreased internal transfers by 95% and increased call center customer satisfaction by more than 30%, allowing the company to efficiently handle all calls with its existing staff.