Case Study: a top 10 U.S. financial institution achieves higher conversion, lower cost, and better compliance with Zenarate AI Coach

Top 10 U.S. Financial Institution Achieves Higher Conversion Rate, Lower Cost, Better Call Quality & Compliance with Zenarate AI Coach

a top 10 U.S. financial institution was facing high agent attrition and a lengthy 6-9 month training period for new hires to become proficient. The company's global operations leader needed a solution to better prepare thousands of agents for a complex environment and provide ongoing coaching. They turned to Zenarate for its AI Coach product.

Zenarate implemented its AI Coach, which uses conversation simulation to provide agents with a personal coach for mastering real-life scenarios. The solution delivered exceptional results for the financial institution, including a 42% increase in conversion rates, a 31% reduction in costs, and a 25% improvement in call quality and compliance scores. Based on the success of the pilot, Zenarate's AI Coach was expanded to a worldwide production rollout.