Case Study: Novobanco achieves a unified, AI-driven customer experience with Talkdesk

Talkdesk revolutionized customer engagement at Novobanco

Novobanco, a major Portuguese financial services provider, wanted to improve customer experience and better manage call volumes across its contact center and branches. The bank needed a more unified, efficient way to route calls while supporting its digital innovation goals, and turned to Talkdesk CX Cloud™ and Talkdesk Autopilot™ to help.

Talkdesk implemented an AI-driven setup that routes customers to a virtual agent, contact center agent, or branch based on the purpose of the call and availability. This optimized workload distribution and improved service speed and convenience, with AI agents handling 3% of calls and overall handled calls increasing by 15%, while also balancing demand between busy urban branches and less busy rural ones.

Novobanco

Conceição Matos

Retail Transformation Office Leader