Case Study: a large credit union achieves faster, more accurate member routing with Omilia Conversational AI

Large Credit Union classifies 85% of member calls in seconds with Omilia

A large credit union was running an aging Cisco on-premise infrastructure and sought to modernize by moving to a fully cloud-managed UCaaS and CCaaS architecture. They also wanted to add anti-fraud capabilities using voice biometrics and enhance customer self-service with AI technology. They partnered with vendor Omilia to address this challenge.

Omilia deployed its no-code enterprise-scale Conversational AI platform, which used a pre-built banking intent model to classify caller requests. This resulted in 85% of callers being accurately routed in seconds, substantially reducing agent transfers and improving average handle time. The solution dramatically improved the caller experience by ensuring members reached the correct representative on the first try. Omilia is also deploying its Voice Biometrics capability to further deter fraud and reduce handling time.