“Our Customer Services Representatives have made “IVY” their own and this has in no small way contributed to her success and acceptance both by the business and staff and most importantly our savings customers.”

Julian Cook - Customer Service Director, Standard Life Bank

Industry:

Banking/Financial Services

Challenges

Grow the savings customer base without increasing call centre staff and costs

• Provide longer opening hours for customers
• Increase customer choice
• Improve query resolution times

Fluency Solution

Applications from within the Virtual Speech Agent (VSA) Suite™

• Fluency Router for caller routing based on level of service needed
• Fluency IDVS for identification of caller and to enable callers to quickly access balance information

Key Benefits

• Over 57% of all savings customer queries are handled by virtual agent Ivy and this is set to increase
• 90% of the identification and verification part of the call is handled by Ivy
• The new service is now open from 0500 a.m. through to 0200 a.m. weekdays and available for 37 hours over the weekend – an improvement from the original 8am-8pm