Case Study: UniCredit achieves a 14-point NPS increase with PolyAI

Improving NPS by 14 points with UniCredit

UniCredit, through Zagrebačka banka, was dealing with high call volumes, a 20+ year-old IVR system, and long customer wait times that led to a 25% call abandonment rate. Customers often spent up to two minutes navigating the IVR and then waited another 2-4 minutes for an agent, creating pressure on contact center teams. PolyAI was brought in to modernize the experience with a Croatian-speaking voice automation solution.

PolyAI deployed the first-ever Croatian enterprise voice assistant, “Mia,” in just 3 months. The assistant handles FAQs such as card activation, card replacement, digital wallet setup, and online banking support, while also routing other calls using natural language. The result was a 27% call reduction, routing that was 83% faster than the previous IVR, a 10% reduction in abandonment rate, and a 14-point increase in UniCredit’s NPS within the first 6 months.

UniCredit

Diego Rampoldi

Chief Digital & Information Officer