Case Study: DSK Bank improves customer and employee satisfaction with Spitch’s AI Virtual Assistant

DSK Bank Improves Customer and Employee Satisfaction

DSK Bank, a longstanding leader in retail banking in Bulgaria and a member of the OTP Group, sought to meet evolving customer expectations through digital innovation. To address the significant transformation in financial services, the bank partnered with vendor Spitch to implement an omnichannel Virtual Assistant solution.

Spitch's AI Virtual Assistant, known as D-bot, reduced costs by 19% per conversation and improved the average speed of answers by up to 80%. The solution also increased customer awareness of bank products by 20% and efficiently handles over 60 types of queries. This implementation led to higher employee satisfaction and significantly better contact center performance for DSK Bank.

DSK Bank

Angel Demendzhiyski

Director Contact Center Retail Banking Division