Simplificar a experiência do cliente com a IA da Talkdesk.
CASO DE USO
Serviços e Apoio
SETOR
Serviços Financeiros e Seguros
INTEGRAÇÃO
Financial Services Experience Cloud
MÉTRICA-CHAVE
↑ O Autopilot permite ao cliente uma taxa de self-service de 16%
↓ Redução da taxa de abandono para 5,3%
My name is Jeiner Morales. I'm an SVP, Director of Data Analytics and Business Review for BankUnited. BankUnited is a leading regional, commercial and small business bank. Headquartered in Florida, we also have locations in New York and Texas. Trust is at the foundation of everything that we do for both our clients and our employees. Talkdesk complements us by providing a secure, highly reliable, and adaptable contact center solution. I was really impressed with the technology that Talkdesk approached us with as we were beginning our design phase. What we've noticed is that our investment into Talkdesk has given us brand loyalty, has built client loyalty with us. We've actually received communication and correspondence from clients who are extremely happy. The culmination of Talkdesk and a financial institution is fantastic. Additionally, the AI driven insights, it's really helping stay ahead of the curve when it comes to providing superior customer service for our clients. If you make good use of AI features in Talkdesk like Talkdesk Navigator, Autopilot, and Agentic AI, it would help you achieve and improve every single SLA or KPIs that you have in the contact center solution. Since we implemented Talkdesk, we have seen huge improvements in our abandonment rate. We've definitely seen huge improvements in our net promoter score, customer satisfaction scores. We have seen an increase of about fifteen to twenty percent in our containment and the IVR, and it's all primarily driven by the way we built our customer journey and how AI is playing a part on channeling those interactions to the right agent. We're really thriving on Talkdesk, and I've gone through several different phone services. It's the most intuitive, the most modern, the prettiest one. So it's friendly on the eyes. It's nice to navigate around. It's been a great tool for us, and I think for the clients as well. It's just creating that experience that we needed. Talkdesk enables me to help agents' careers within BankUnited. Now I can kind of get somebody to the next level within ninety days. Before it would take me six to six months to a year. Why? Because the data was not there. The information wasn't there. Talkdesk does that all for me, which means I can focus more on developing the rep directly versus trying to find the information in the system. It's refreshing to be in business with a vendor that is not just a vendor is definitely committed to be in this journey with us and they're somebody that's heavily invested in our success as much as we are in yours.
Utilizar a IA para proporcionar experiências bancárias mais inteligentes e personalizadas.
O BankUnited é um banco nacional com sede em Miami Lakes, na Florida, com centros bancários na Florida, na área metropolitana de Nova Iorque e em Dallas, no Texas. O banco orgulha-se de promover uma cultura empreendedora e colaborativa, reunindo os melhores talentos, mentes inovadoras e decisores audazes.
"A confiança está na base de tudo o que fazemos, tanto para os nossos clientes como para os nossos colaboradores. A Talkdesk complementa o nosso trabalho ao fornecer uma solução de contact center segura, altamente fiável e adaptável."
Jeiner Morales SVP, director of data analytics and business systems
A Talkdesk permitiu ao BankUnited aperfeiçoar substancialmente as operações do serviço de apoio ao cliente, melhorar a produtividade dos agentes e aumentar a satisfação dos clientes. A automação, o encaminhamento de chamadas e as funcionalidades de qualidade com tecnologia de IA impulsionaram a eficiência, a redução de custos e transformaram a experiência do cliente. Desde a implementação da Talkdesk, o BankUnited assistiu a uma melhoria da marca e da fidelidade do cliente, com os clientes a expressarem um elevado grau de satisfação através da comunicação direta. A integração do Talkdesk Financial Services Experience Cloud™ e de produtos como Talkdesk Autopilot™, Talkdesk Copilot™, Talkdesk Identity™ e Interaction Analytics tem sido um sucesso fantástico, levando a melhorias significativas nas principais métricas e transformando todo o ciclo de vida do CX graças à Customer Experience Automation (CXA). As taxas de abandono diminuíram, as pontuações de net promoter scores e de satisfação do cliente aumentaram e a contenção de IVR aumentou entre 15 a 20%. Estes ganhos devem-se, em grande parte, à forma como o BankUnited concebeu o seu percurso do cliente e utilizou a IA para encaminhar eficazmente as interações para os agentes certos.
