Benefits

40% estimated reduction in support time needed

Immediate response to all business-critical calls

No backlog of support requests

 

Challenge

Due to current COVID-19 conditions, the bank received a large overflow of more than 300 daily support request calls from employees who were having issues accessing applications from their remote home office.

Solution

A bot was set up for all help desk operators to speed up the support process, giving employees access to services applications more quickly and allowing them to complete their work.

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