Case Study: Leading UK Financial Services Provider achieves significant contact reduction with Synthetix

How Financial Services Provider Achieved Significant Contact Reduction With Synthetix Tools

Leading UK Financial Services Provider worked with **Synthetix** to reduce routine contact volumes and improve customer experience across its brands. The customer needed better self-service options to deflect common queries away from the contact centre while still giving customers access to support when needed.

**Synthetix** implemented a digital CX suite including an SEO-friendly help portal, FAQ tools, live chat, and the Xan Chatbot, with seamless escalation to agents. The results included 80% of chatbot conversations being escalated intelligently, 320% chat volume growth during the pandemic response, 49% first-page Google rankings within one month, and measurable contact deflection, with 85% of chatbot users and 28% of live chat users saying the interaction saved them a phone call.