Case Study: Spain's Largest Bank achieves 24/7 self-service and reduced wait times with Verbio call automation

Spain's Largest Bank - Customer Case Study

a major retail bank in Spain was facing high call volumes and a complex legacy IVR system that led to long customer wait times, frustrating routing, and an average resolution time of 200 seconds. They engaged Verbio to utilize its call automation and transcription solutions to provide 24/7 service and improve the customer experience.

Verbio implemented its complete call automation solution, featuring speech recognition, natural language understanding, and a unique text-to-speech brand voice. The system uses an open dialogue to understand customer intents, enabling self-service or accurate routing. This resulted in a 90%+ transcription accuracy rate, streamlined customer service available 24/7, and millions of euros saved in operating costs for the bank.