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

UniCredit improves NPS by 14 points with PolyAI

UniCredit's Croatian subsidiary, Zagrebačka banka, was facing a significant customer experience challenge due to an outdated and complex IVR system. This led to long wait times, a 25% call abandonment rate, and immense pressure on its contact center agents. To address this, the bank partnered with vendor PolyAI to implement a modern voice automation solution.

PolyAI deployed the first-ever Croatian-speaking enterprise voice assistant to handle the bank's calls. The solution automates responses to frequently asked questions and uses natural language to route callers to the correct department. This resulted in 27% of calls being automated, routing that is 83% faster, a 10% reduction in the abandonment rate, and a 14-point increase in the bank's Net Promoter Score (NPS) within six months.

UniCredit