customer stories
Bringing a unique, AI driven experience to remote customers, using physical bank branch agents.
USE CASE
Service & Support
INDUSTRY
Financial Services & Insurance
KEY METRIC
VA resolves 3% of demand
↑ Increase of attended calls from 26% to 34%
↓ Balanced workload between contact center and branches
Talkdesk is changing the way Novobanco engages with their customers.
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 existing systems. It leverages AI and machine learning to enhance customer interactions, automate routine tasks and optimize resource allocation.
Talkdesk AI is a key part to rebalancing capacity from busier urban branches to rural branches with more capacity. Along with their use of Talkdesk Autopilot™ and rebalancing, Novobanco increased the percentage of responded calls, increasing efficiency and lowering operational costs.
