customer stories
Simplifying the customer experience with Talkdesk AI.
USE CASE
Service & Support
INDUSTRY
Financial Services & Insurance
INTEGRATION
Financial Services Experience Cloud
KEY METRIC
↑ Autopilot empowering customer to a 16% self-service rate
↓ Lowered abandonment rate to 5.3%
Employing AI to deliver smarter, more personalized banking experiences.
BankUnited is a national bank based in Miami Lakes, Florida, with banking centers across Florida, the New York metropolitan area, and Dallas, Texas. The bank prides itself on fostering an entrepreneurial and collaborative culture, bringing together top talent, innovative minds, and bold decision-makers.
"Trust is at the foundation of everything that we do for both our clients and our employees. Talkdesk complements us by providing a secure, highly reliable, and adaptable contact center solution."
Jeiner Morales SVP, director of data analytics and business systems
Talkdesk has enabled BankUnited to drastically improve customer service operations, enhance agent productivity, and increase customer satisfaction. The automation, call routing, and AI-driven quality features have driven efficiency, cost avoidance, and transformed the customer experience. Since implementing Talkdesk, BankUnited has seen enhanced brand and client loyalty, with clients expressing high satisfaction through direct communication. The integration of Talkdesk Financial Services Experience Cloud™ and products like Talkdesk Autopilot™, Talkdesk Copilot™, Talkdesk Identity™, and Interaction Analytics has been a fantastic success, leading to significant improvements in key metrics. Abandonment rates have dropped, net promoter scores and customer satisfaction scores have risen, and containment in the IVR has increased by 15-20%. These gains are largely driven by the way BankUnited has designed its customer journey and leveraged AI to efficiently route interactions to the right agents.
