Case Study: Retail Bank reduces call volume by 30% with PolyAI voice assistant

How a popular retail bank resolves 30% of calls with a customer-led voice assistant

Retail Bank, a popular financial services provider, was struggling with high and fluctuating call volumes, difficulty staffing its contact center, and rising customer demand for help with both transactions and sensitive inquiries. To reduce pressure on agents and improve customer experience, the bank turned to PolyAI and its customer-led voice assistant.

PolyAI implemented a voice assistant that lets callers speak naturally, handles frequently asked questions, supports call routing, and sends SMS links to relevant online resources when needed. The result was a 30% reduction in call volume, with CSAT maintained, while the bank also gained capacity to upskill and redeploy agents.