Česká Spořitelna (Erste Group) among the first ones to implement Custom Neural Voice
Česká spořitelna (ERSTE Group) has 4.5 million clients in the Czech Republic – which makes it a bank with the highest number of customers on the Czech market.
To ensure best customer experience possible, Česká spořitelna (ČS) is keeping the pace with the latest innovations. And the company is now setting trends in digital customer experience for the whole CEE region.
Česká Spořitelna (Erste Group) among the first ones to implement Custom Neural Voice
Česká spořitelna (ERSTE Group) has 4.5 million clients in the Czech Republic – which makes it a bank with the highest number of customers on the Czech market.
To ensure best customer experience possible, Česká spořitelna (ČS) is keeping the pace with the latest innovations. And the company is now setting trends in digital customer experience for the whole CEE region.
USE CASE
- Digital Agent Available 24/7
- Custom Neural Voice
- Smart Routing
NUMBERS
- Longest tradition on the CZ market
- Member of Erste Group since 2000
- 4.5+ mil customers
BENEFITS
- Available 24/7
- Lower Waiting Times
- Improves Customer Experience
The Challenge
ČS faces an enormous number of customer interactions daily and most of the calls are redirected straight to the main call center in Prostějov and Ostrava. However, ČS has multiple sub-departments, for example, for pension insurance, mortgages, etc. When a customer addressed ČS with a requirement to set up a pension insurance, it was the operator in the main call center who had to redirect the customer to the responsible person sitting in the particular department.
While looking for an automated solution, ČS decided to go even further and create live assistance that would be tailor-made for their customers. Having such a strong brand reputation on the market, it was absolutely crucial to keep their tone of voice even in the digital space. Virtual assistant with a Customer Neural Voice therefore seemed to be an appropriate solution.
“Our operators were losing too much time redirecting customers to our specialized customer service in other departments. We were looking for a solution that would free them from this routine work and enable them to focus on complex issues for which they are trained for,” says Pavlína Kacrová, Call Center Routing Lead.
“The strong brand reputation comes with the trust of our customers. We are pretty fast, yet careful with the innovations we implement. We even have our very own team of conversational specialists developing our virtual assistants. However, we were looking for partners who will help us with things we cannot do on our own and also someone experienced enough to guide us on our way of digital transformation. And Born Digital turned out to be an excellent option.“
Pavlína Kacrová, Call Center Routing Lead, Česká spořitelna
The Solution
The implemented virtual agent perfectly solves the issue – it picks up the phone of a calling customer (potential customer) and starts the conversation with an open question. Based on the customer’s reply, it immediately identifies the call category and sub-category, and redirects the customer to the responsible employee.
“It is now the digital agent who is redirecting customers to the responsible operators. Our employees in the main call center can therefore focus directly on the resolution of customer request and customers are reaching their help much faster,” Kacrová from Česká Spořitelna explains.
In addition, the operator gets the category, sub-category and transcript of the customer conversation with the digital agent and immediately knows what is the reason of the call. All that comes as a significant help for the improvement of customer resolution time.
Impact
90%
accuracy of defining call category
22 seconds
to reach the required help
BENEFITS
24/7 Virtual Agents and increase in resolution rates
Another special touch supporting the overall customer experience is, without a doubt, the implemented Customer Neural Voice powered by Microsoft. ČS kicked the door open, introducing this game-changing technology in our region. “The implementation of the Custom Neural Voice for our digital assistant was one of the most exciting parts of the project. Our customers now hear the voice of a well-known Czech actor on the other side of the line. And it makes the whole interaction somehow human,“ Kacrová concludes.