A New Call Center for BBVA
Scope
BBVA, a multinational bank headquartered in Madrid, focuses on their value of customer satisfaction while still pushing innovation, so they teamed up with Verbio to implement a Natural Language Voice Portal for their call center. This voice portal was created for their call center to facilitate communication with customers and to increase customer satisfaction.
The new solution designed for BBVA is based on natural language interaction, allowing users to interact with the BBVA platform in an open dialogue manner, similar to interacting with a human. It uses continuous speech recognition to understand the customer’s question, and it also uses a natural language engine with a model based on rules, semantics and statistical models to understand the customer’s question. A personal synthesized voice was developed specifically for BBVA’s call center, providing the voice for the system. With the combination of these three technologies, the voice portal analyzes the customer’s question and can either directly answer the question, process the task using automation, or transfer the customer to a human agent.
With BBVA’s successful implementation of Verbio’s technology, BBVA improved customer satisfaction by having a more accessible and seamless customer call center. The call center is available in three countries and expanding, currently containing 6 voices with one voice being bilingual. It has been able to handle more than 3,000 simultaneous calls, reducing the average handling time per call as well as call transfers to agents.
With both their savings and customer satisfaction rate increasing, BBVA is looking to incorporate their new call center in more countries as it has been both beneficial to their company and their customers.
Download as PDF
Download this case study as a PDF to take away for future reference
