A major bank in the Americas handles millions of queries a year through their customer services call centres.

Invenica’s DisruptCX division designed and created a new conversational language platform for the Bank to alleviate customer service issues and reduce operational costs by implementing a highly responsive conversational automated voice solution.


What we did

DisruptCX builds and supplies disruptive technology specifically for call centres, providing an automated virtual assistant to converse with customers in contextual speech or text-based conversations. Artificial Intelligence (AI) software powers the self-service application, whilst the continued development and testing of AI and Machine Learning capabilities ensures the platform can face new, complex customer scenarios unaided. The creation of a full suite of detailed analytics tracks interactions between the Bank’s customers and the platform using the DisruptCX solution.

What we delivered

Through an iterative and agile approach, Invenica delivered disruptive technology for a Financial Institution:

 

/// Deploying a language model allowing accurate speech recognition of multiple national dialects – tailored to the language of the banks customers.

 

/// Adhering to the Bank’s high benchmark KPI’s for semantic accuracy and task completion rates, strict requirements for PCI compliance and, existing security data privacy standards.
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