Case Study: a Fortune 100 FinTech reduces AHT by 8% with Verint CX/EX Scoring Bot

Fortune 100 FinTech cuts AHT by 8% with Verint

A Fortune 100 fintech company faced the challenge of managing increasingly complex and emotionally charged customer calls, exacerbated by the shift to remote work. This made it difficult for supervisors to effectively coach agents, creating a need for better insights into both the customer and agent experience to improve key metrics like NPS and average handle time. To address this, the company turned to Verint and implemented its CX/EX Scoring Bot.

Verint's solution provided agents with real-time, in-the-moment guidance on their desktops and delivered objective CX scores for every call. This gave supervisors the data insights needed for targeted coaching. By using Verint's technology, the fintech achieved an 8% reduction in average handle time, saving 43 seconds per call, and improved its Net Promoter Score by 10 points.