customer stories
Delivering a unified, AI-driven customer experience.
USE CASE
Service & Support
INDUSTRY
Financial Services & Insurance
KEY METRIC
AI agents handle 3% of calls
↑ Handled calls increased by 15%
↓ Balanced workload between contact center and branches
Talkdesk revolutionized customer engagement at Novobanco.
Novobanco plays a significant role in the Portuguese financial sector, offering a wide range of banking services tailored to both individuals and businesses, with a strong focus on customer relationship and digital innovation.
"Talkdesk makes it easier for customers because we are providing a better service than before. Overall, we are very satisfied globally with the implementation."
Conceição Matos retail transformation office leader
To elevate its CX, Novobanco routes calls to a virtual agent, contact center agents or to its branch locations according to the purpose of the call and availability using Talkdesk CX Cloud™ which integrates seamlessly with Novobanco‘s existing systems. It leverages AI and machine learning to enhance customer interactions, automate routine tasks and optimize resource allocation.
AI is also used to balance the workload between urban branches, which are often overcrowded, and those in rural areas with more availability. This smart redistribution of calls, using Talkdesk Autopilot™, is improving customer experience, making it faster and more convenient.
