Utiliser l'IA pour offrir des expériences bancaires plus intelligentes et plus personnalisées.

BankUnited est une banque nationale basée à Miami Lakes, en Floride, qui possède des centres bancaires en Floride, dans la région métropolitaine de New York et à Dallas, au Texas. La banque est fière de favoriser une culture d'entreprise et de collaboration, rassemblant les meilleurs talents, des esprits novateurs et des décideurs audacieux.

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.