Histórias de clientes
Simplificando a experiência do cliente com a IA da Talkdesk.
CASO DE USO
Serviços e Suporte
SETOR
Serviços Financeiros e Seguros
INTEGRAÇÃO
Financial Services Experience Cloud
MÉTRICA CHAVE
↑ Autopilot capacita o cliente a uma taxa de autoatendimento de 16%
↓ Redução da taxa de abandono para 5,3%
Utilização da IA para oferecer experiências bancárias mais inteligentes e personalizadas.
O BankUnited é um banco nacional com sede em Miami Lakes, Flórida, com centros bancários na Flórida, na área metropolitana de Nova York e em Dallas, Texas. O banco se orgulha de promover uma cultura empreendedora e colaborativa, reunindo os melhores talentos, mentes inovadoras e tomadores de decisão ousados.
"A confiança é a base de tudo o que fazemos, tanto para nossos clientes quanto para nossos funcionários. A Talkdesk nos complementa fornecendo uma solução de contact center segura, altamente confiável e adaptável."
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.
