Case Study: Migros Bank achieves 24/7 multilingual customer support with Spitch voice biometrics and AI virtual assistant

Voice Biometrics and Virtual Assistant for 24/7 customer support

Migros Bank, a leading Swiss universal bank, faced a challenge with the high volume of calls to its customer center, which handled 650,000 calls in 2022. This led to potential wait times for callers, and the existing knowledge-based authentication process created friction. Spitch provided a solution involving voice biometrics and an AI virtual assistant to address these issues.

The solution from Spitch integrated voice biometrics for secure, frictionless authentication and a virtual assistant to recognize customer concerns and handle queries automatically 24/7. This resulted in a 20% reduction in average call processing time, lowering costs. The bank also saw increased customer satisfaction due to improved security and the removal of authentication barriers. The system supports multiple languages, including German and Swiss German dialects.

Migros Bank

Manuel Kunzelmann

Chief Executive Officer