Case Study: Global Financial Firm achieves 85% AI-handled interactions and 70% TCO reduction with Supervity's Contact Center AI Agent

Transforming CX of a Financial Services Company With Contact Center AI Agent

Global Financial Firm, a leading asset and wealth management company serving HNI and UHNI clients across 24 global offices, was struggling with a surge in inbound volume (≈30,000 calls/month), stretched human agents, long handling times (AHT ~30 minutes), 24‑hour turnaround (ATT), and a low NPS of 6/10. To improve customer experience and operational efficiency, the firm engaged Supervity to evaluate and deploy a Contact Center AI Agent.

Supervity implemented an AI‑agent contact center across voice, chat, email and self‑service channels, using NLP, sentiment analysis, RPA and backend integration with live‑agent transfer for complex cases. The deployment handled 85% of interactions, cut total cost of ownership by 70%, delivered 100% accuracy with zero data‑entry errors, reduced AHT to 2 minutes and ATT to ~4 minutes, raised NPS to 8.5/10, increased queries resolved per hour by 40%, boosted employee satisfaction by 40% and tripled productivity.