histórias de clientes
Simplificar a experiência do cliente com a IA da Talkdesk.
CASO DE USO
Serviços e Apoio
SETOR
Serviços Financeiros e Seguros
INTEGRAÇÃO
Financial Services Experience Cloud
MÉTRICA-CHAVE
↑ O Autopilot permite ao cliente uma taxa de self-service de 16%
↓ Redução da taxa de abandono para 5,3%
Utilizar a IA para proporcionar experiências bancárias mais inteligentes e personalizadas.
O BankUnited é um banco nacional com sede em Miami Lakes, na Florida, com centros bancários na Florida, na área metropolitana de Nova Iorque e em Dallas, no Texas. O banco orgulha-se de promover uma cultura empreendedora e colaborativa, reunindo os melhores talentos, mentes inovadoras e decisores audazes.
"A confiança está na base de tudo o que fazemos, tanto para os nossos clientes como para os nossos colaboradores. A Talkdesk complementa o nosso trabalho ao fornecer uma solução de contact center segura, altamente fiável 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.
