CASE STUDY June 29, 2023

Boosting customer call resolution for a UK retail bank

Background

A premier retail banking institution in the UK was determined to enhance its customer service by addressing call resolution and call intent identification. Historically reliant on an on-premises, rule-based system, the bank struggled with managing operational costs while improving customer experience.

Impact

Our team’s deployment of a Deep Learning-based solution and Active Learning Loops led to a model that boasts 85% accuracy in call resolution with complete coverage. This strategic enhancement also achieved a 70% accuracy rate in unsupervised call intent detection, significantly alleviating the strain on telephony calls.

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