Boosting a Global Tier-1 Bank’s First Call Resolution by 90% Using AI-Powered Customer Support Transformation Solution
Today, banks handle over 200,000 customer calls daily, with most customers expecting instant resolution. Yet, traditional resolution systems often fall short.
A leading global bank struggled with high call handling times, low First Call Resolution (FCR), and fragmented customer data. Agents lacked real-time insights, system-hopping slowed responses, and frequent query escalations hindered productivity and customer satisfaction.
To address this, the bank deployed an AI-powered Customer Support Transformation solution through an Agent Assist, combining Retrieval-Augmented Generation (RAG), Large Language Models (LLMs), and IntelliHub, an intelligent knowledge management system. It delivered real-time voice analysis, contextual recommendations, and unified customer data across products, transactions, and interactions. A modular architecture ensured rapid API integrations, on-premises data security, and compliance-ready guardrails, enabling agents to handle queries faster and more accurately.
The bank’s FCR was boosted to 90%, call handling times were reduced by 50%, overall productivity rose by 30%, and customer satisfaction levels improved by 5%, creating a scalable, compliant, and future-ready support ecosystem.
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