Skip to content
Customer Story

AI-Powered Chatbot Helps a Top Bank Resolve More Queries, Faster

Xebia empowers a global banking leader to deliver faster, smarter, and more reliable customer support with an AI-powered chatbot.

Related Services
Generative & Applied AI

Industry
Financial Services

 

Headquartered in The Netherlands, the client is a leading global financial organization serving about 60 million customers across 100 countries. Known for its commitment to digital excellence, the bank relies on advanced technology solutions to deliver innovative banking services and exceptional customer experiences across multiple markets to retail and corporate clients.  
Why
Enhance customer experience and reduce live agent dependency with AI
What
Outdated chatbot and fragmented data sources led to inefficiencies and scalability issues
How
Develop an AI-powered chatbot using Google Vertex AI, PaLM API, and Gemini Pro

Improve Customer Satisfaction with AI-powered Solution

The bank receives 85,000 customer inquiries via phone and online chat per week. Despite an existing chatbot handling 40-45% of queries, 16,500 queries still required live agent support, creating unsustainable pressure on resources and affecting customer experience. With customer satisfaction at stake, the bank needed a data-driven and AI-led solution to resolve customer issues instantly and accurately, improving trust and reliability.  

Navigating a Costly Bottleneck in Customer Support

The bank's existing chatbot failed to deliver accurate, reliable, and instant solutions to customer queries. This was because the chatbot depended on predefined intents and did not have real-time access to the bank’s vast and evolving knowledge base to dig out accurate, up-to-date information from multiple sources like FAQs, policy documents, and regulatory updates. This inefficiency led to incomplete or irrelevant responses, forcing the customers to seek live agent support. To provide instant and accurate support at scale, the bank had to integrate multiple structured and unstructured data sources, ensure compliance with strict financial regulations, and create a scalable solution that could support millions of customers globally.  

Keeping Customers Happy with Reliable, Real-time Support 

Xebia helped the bank develop a next-generation, customer-facing AI chatbot that revolutionized its customer support function. By harnessing the power of Google’s Vertex AI Search and Conversation, together with the PaLM API and Gemini Pro, the new chatbot pulls real-time information from the bank’s website, FAQs, and unstructured documents to create a unified knowledge base. AI-driven validation mechanisms act as guardrails to ensure every response is accurate and risk-mitigated while providing source references to boost transparency and trust.  

The bank can now resolve 20% more queries in real time without live agent support, reducing operational overhead and maintenance costs. As the chatbot offers unmatched scalability to provide real-time support to customers across the globe, the seamless, stress-free, and instant support has resulted in happier customers who keep coming back for more.  

Explore related customer stories

Questions?

Get in touch with us

Contact us