Case Studies
Key Stats
The Customer
The global financial services company, headquartered in New York, operates across 160 countries. It serves more than 65 million credit card customers through partnerships with 49 firms in North America, primarily large retail sector partners.
Challenge
The credit card customers of partner companies depend on the bank's customer service operations, including chat and IVR/contact center services, to resolve their credit card inquiries and requests. On average, the bank's contact center handles 15 million calls per month related to partner credit card queries, with call volumes increasing by 10-15% annually. The bank sought a cost-effective solution that prioritized customer satisfaction to address this growing challenge.
Solution
The company introduced a virtual assistant for customer support, developed using White Gator AI’s technology, capable of managing more than 80% of routine inquiries. Calls from customers are seamlessly redirected to web and chat channels. Leveraging advanced NLP and AI technologies, these virtual assistants provide automated responses that closely resemble human interaction, ensuring high accuracy.