AI-Driven Contact Center Transformation in Banking

Overview

One of India's largest public-sector banks initiated a transformation of its contact center to meet evolving client expectations in banking. The bank aimed to change to a more responsive, integrated, and digitally enabled experience, even though the current system performed successfully for many years.

More

One of India's largest public-sector banks initiated a transformation of its contact center to meet evolving client expectations in banking. The bank aimed to change to a more responsive, integrated, and digitally enabled experience, even though the current system performed successfully for many years.

We partnered with them to modernize their contact center, from system design through go-live, using automation, AI, and omnichannel CRM. This shift significantly improved customer interactions with the bank. The outcome established a standard for how public-sector banks update their contact centers, leading to a substantial increase in net promoter score (NPS), improved service quality, and more efficient operations.

Less
nps-boost-thumb

Business Challenge

  • The contact center operated primarily as a highly transactional query-resolution center focused on meeting internal call center SLAs, rather than as a value center or experience center.
  • Underlying technology components were outdated and not integrated, resulting in broken customer journeys and a low self-service rate.
  • Contact center operating design, reporting, and performance management lacked agility.
  • The previous IVR system was outdated, had multiple issues, and made quality control in the contact center a challenge.
  • Multiple systems operating independently made real-time tracking and a single, consolidated customer view more challenging.

Our Approach and Solution

We designed and delivered a full-scale, end-to-end transformation of the bank’s contact center operations, addressing every critical process area:

  • Introduced an AI-driven conversational IVR that interacts with customers through natural language conversations over the phone.
  • Enabled video calling and live chat as new customer-facing digital channels for faster, more human-like assistance.
  • Implemented voice biometrics for secure and frictionless customer authentication.
  • Built an omnichannel CRM integrated with core banking systems, social media, and marketing tools—centralizing all customer interactions.
  • Introduced digital apps (Genie, Broadcaster, Aura, KM, RTSA, and Verint) along with speech analytics, AQM, and real-time dashboards to enhance TandQ, agent capability, and operational efficiency.
  • Integrated email BOT with bank application to provide zero-touch resolution.

Business and Community Impact

Our partnership delivered an enterprise-wide impact:

  • Improved quality score: Net promoter score (NPS) jumped by 12 points (from about 38 to 50), alongside a 6% improvement in quality scores.
  • Ability to serve more customers: The contact center successfully served 5.2 crore customers in the last FY, 25% more than pre-transformation volumes.
  • Improved self-service: 75% of customer interactions are now handled at the IVR level, supported by 40+ self-service options enabled through conversational AI.
  • Operational efficiency gains: A 22% reduction in customer complaints and $3 million in cost savings through a lower cost-to-serve model.
  • Revenue and growth enablement: The transformed contact center generated $3+ billion in revenue in the past year and helped secure ₹110 million in qualified pipeline opportunities across the banking and financial services ecosystem.