Challenge
Resolution rates in the call centre were inconsistent, customers had to put in considerable effort to get help, and too few queries were resolved on first contact. The volume of calls kept operating costs high.
// Work 12
Launching the region's first production AI chatbot at a major Nordic bank
// Introduction
A major Nordic bank's call centre was handling high volumes of contact at significant cost. Ewan and the team launched the region's first AI chatbot for a major bank, built to run in production from the start.
What we did
The team launched an AI chatbot designed from the outset for production deployment at scale, so it could take on real customer volumes from launch.
Outcome
Within six months, the call centre's audio load fell by more than 90 percent. First-time resolution reached more than 75 percent, and operating costs fell significantly.
*Some case studies describe work delivered before forming Beacon58.