Financial services.
Use case for voice-based digital agent for leading financial services company.
The design and deployment of a voice-based digital agent for inbound customer service enabled a financial institution to improve customer engagement through intelligent, always-available support. The solution automated high-volume customer interactions and improved response times in a secure and compliant environment.
Problem statement.
The financial services client was experiencing high call volumes (~3,000 per day) across its Business Shared Services contact centre, with significant agent time spent on repetitive tasks such as identification and verification (ID&V), document requests, and call routing. This led to increased operational costs, inconsistent customer experience, and limited scalability.
Solution overview.
We delivered a conversational AI agent capable of handling inbound voice calls. The solution automated the following key functions:
- ID&V using identification (ID) number, one-time passcode sent via SMS and dynamic security questions.
- Self-service enablement, including secure document dispatch.
- Intelligent triage, routing customers to the appropriate department based on intent.
- Intent recognition using a micro model that was custom trained for client use case.
The solution was fully integrated with:
- Telephony infrastructure to manage call flows and seamless human agent handovers.
- CRM system to push and pull data to personalise interactions and update customer records in real time.
- Backend systems to retrieve and action customer requests securely.
Outcomes delivered.
1 million minutes
of call time automated annually.
50% uplift
in rating for revised ID&V process.
24% automation
of average handing time.
Watch how Elerian reshapes customer interactions:
About'Connect.
Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple. Since 1990, we have leveraged our vendor-independent managed services approach to digitally transform how organisations communicate, both internally and externally. We specialise in combining the most relevant technologies and services from leading vendors and platform providers to create opti-channel engagement solutions, orchestrating frictionless experiences and simplifying complex communication challenges.
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