Case Study: BOI Payment Acceptance achieves faster merchant self-service and call deflection with ServisBOT

Chatbots Offer A Fast & Efficient Self-Service Experience For Merchants

BOI Payment Acceptance (BOIPA), the merchant services arm of Bank of Ireland and EVO Payments, needed a better way to handle rising contact-centre volumes from merchants with payment terminal issues, FAQs, and bank account change requests. To reduce wait times and improve self-service, the company explored a chatbot approach and selected ServisBOT after earlier options proved too rigid for its needs.

ServisBOT delivered flexible conversational AI bots for terminal troubleshooting, call deflection, FAQs, and bank account changes, integrated with BOIPA’s Avaya IVR, Intercom Live Chat, and back-office systems. The results included 100% of bank account-change documents attached on the first interaction versus 40% via email, 17% of calls deflected to the bot within six months, 70% bot engagement, and 34% fewer agent-handled calls across May–October 2020 versus the same period the year before.

BOI Payment Acceptance

Jennifer Doyle

Head of Digital Platforms