Our Client
A leading national bank and wealth management group.
The Challenges Our Client Faced
The bank handled thousands of customer service calls daily for account queries, card issues, and loan updates. However, the entire process was handled manually by contact centre agents, creating significant operational strain and inconsistent service quality.
The bank faced:
- Long call queues and delayed responses during peak hours.
- Manual call routing that often connected customers to the wrong departments.
- Repetitive queries like balance checks and statement requests consuming agent time.
- High operational costs due to overstaffing and extended working hours.
- Reliance on a rule-based chatbot (our own Lukas chatbot) that could handle only simple FAQs and did not understand context or intent.
The leadership team recognised the need to modernise customer engagement through AI-driven automation, improving speed, accuracy, and personalisation across both voice and chat channels.
Our Solution: An AI Contact Centre Powered By Lola Voice And Lukas Chatbot
The bank partnered with us to deploy an AI contact centre, integrating Lola Voice (voice bot) for voice automation and Lukas (chatbot) for digital assistance. Together, they created an intelligent, unified support ecosystem that streamlined communication across all channels.
1. Lola Voice – Our Advanced AI Voice bot
Lola Voice replaced manual call handling with intelligent, conversational automation.
- Lola Voice instantly greeted customers, understood their intent, and routed them to the right department without human intervention.
- Using smart IVR routing, the system automatically played the correct IVR flow – for example, card issues, loan inquiries, or account support – so customers reached the right destination at the first attempt.
- It instantly transferred complex cases to the most suitable live agent with full context, cutting resolution time dramatically.
- It handled high call volumes 24/7, reducing waiting time and missed calls.
- Integrated with CRM systems, it provided real-time account updates, making every conversation personal accurate and relevant.
This automation reduced the bank’s dependency on human agents, improved first-call resolution, and delivered a consistent experience across every call.
2. Lukas – Our Upgraded Rule-Based Chatbot For Basic Queries
An improved version of our Lukas chatbot continued to handle straightforward customer inquiries through the bank’s website and app. It worked hand-in-hand with Lola Voice to simplify customer interactions across digital channels.
- Lukas instantly answered FAQs such as branch hours, balance check instructions, and loan form requests.
- It re-routed repetitive or common questions to chat, reducing unnecessary call traffic.
- It transferred complex or transactional issues to Lola Voice or a human agent with full context, ensuring faster resolution.
- It provided consistent, accurate responses across the bank’s website and app.
Results
The AI Contact Centre transformed the bank’s customer service operations, delivering measurable positive outcomes:
- Operational costs dropped by 42% through automation and reduced manual interventions.
- Human agent workload decreased by 40%, enabling staff to focus on high-value customer interactions.
- The resolution rate improved by 68% with minimal human escalation.
- Customer engagement time increased by 55%, reflecting more meaningful and efficient conversations.
- Average call waiting time reduced by 70%, significantly improving customer satisfaction.
Client Comment
“AI-powered automation completely changed our contact centre operations. Customers are now connected faster, agents are less burdened, and every interaction feels effortless. Lola has made our service both intelligent and human.”
Head of Customer Experience
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