Case Study: a leading nationalized bank achieves zero wait-time customer service with Omind Technologies' multilingual voice bot

Omind Technologies Helps Leading Bank Offer Superior CX with Zero Wait-time

Omind Technologies partnered with a leading nationalized bank in India that was struggling with its customer service operations. The bank faced a high volume of calls that its agents could not manage, leading to decreased efficiency and a poor average customer experience. This situation was negatively impacting their customer satisfaction metrics.

To address this, Omind implemented a multi-lingual voice bot to automate and handle caller intent. The solution was rolled out in phases to cover a wide range of banking services. The results were significant, with the voice bot handling over 100,000 calls daily and achieving a 93% resolution rate. Omind Technologies helped the bank realize over $1.5 million in annualized cost savings, a 25% decrease in average handle time, and a CSAT score above 4.0.