Case Study: a multinational financial services company in Canada improves customer experience and security with Omilia Conversational AI and Voice Biometrics

Multinational Financial Services Company boosts IVR containment 21% with Omilia

A multinational financial services company based in Canada was struggling with its end-of-life IVR system, which provided a poor customer experience and had security limitations for complex transactions. To improve containment, fulfillment, and security, the company sought a new solution and chose Omilia's Conversational AI IVR system and Voice Biometrics authentication service.

Omilia's solution was implemented over 12 months, delivering a more natural and secure customer experience. The results included a 21% increase in IVR containment, a 90% task completion rate, a 10% increase in authentication, and a 42% decrease in IVR talk time, significantly boosting customer satisfaction and operational efficiency.