Case Study: BankUnited achieves smarter, more personalized banking experiences with Talkdesk AI

Simplifying the customer experience with Talkdesk AI

BankUnited, a national bank based in Miami Lakes, Florida, wanted to simplify and personalize its customer experience while improving service and support. To meet that challenge, BankUnited partnered with Talkdesk and used Talkdesk AI alongside the Financial Services Experience Cloud to strengthen its contact center operations.

Talkdesk implemented automation, intelligent call routing, and AI-powered quality tools including Talkdesk Autopilot, Copilot, Identity, and Interaction Analytics. As a result, BankUnited improved customer service efficiency and satisfaction, increased IVR containment by 15–20%, raised self-service to 16%, and lowered abandonment to 5.3%, helping drive stronger customer loyalty.

BankUnited

Jeiner Morales

SVP, Director of Data Analytics and Business Systems