Customer
The Eurobank Group is a dynamic banking group with a strong presence across eight countries, holding total assets of €68.2 billion and employing 15,935 people. Since its establishment in 1990, Eurobank has expanded rapidly through both organic growth and strategic acquisitions, positioning itself as a leading force in the evolving banking sector. The Group operates a network of 900 branches in Greece and abroad, offering a comprehensive range of financial products and services to both retail and corporate customers. Eurobank is committed to delivering high-quality banking services and actively engages in continuous fintech innovation to enhance customer experience.
Challenge
By 2014, Eurobank recognized that its existing Voice IVR customer care portal was becoming outdated and was no longer meeting the evolving needs of its customers. The system was struggling with inefficiencies, including a high rate of agent-to-agent transfers, which negatively impacted customer satisfaction and operational costs. The bank needed a more advanced, speech-enabled solution that could deliver a seamless, conversational customer care experience while reducing reliance on human agents and improving overall service efficiency.
Solution
To address these challenges, Eurobank partnered with Omilia to upgrade its customer care system. After a successful pilot, the bank implemented a new speech-enabled conversational customer care system equipped with Natural Language Understanding (NLU) technology. This advanced system, which went live in March 2015, integrated Omilia’s Speech-to-Text and Dialog Management technologies, enabling more accurate speech recognition and efficient handling of customer inquiries. The new system was designed to significantly reduce the need for agent intervention and to enhance the customer experience by enabling more effective self-service options.
Results
The implementation of Omilia’s conversational customer care system has delivered impressive results for Eurobank:
- Customer Satisfaction: A customer survey conducted in July 2016 revealed high levels of satisfaction among users of the new system. 85% of customers who successfully self-served through the conversational platform reported being satisfied or very satisfied, and 82% indicated they would likely use the platform again in the future.
- IVR & Speech KPIs: The adoption of NLU technology led to a significant decrease in agent-to-agent transfers. With Omilia’s deepASR® and DiaManT® technologies, Eurobank achieved a Concept Identification Success Rate (CISR) consistently above 94%, greatly enhancing the efficiency of customer interactions.
- Cost Savings: By 2016, Eurobank realized nearly €3 in savings for every €1 spent on Omilia’s services, primarily through reduced agent personnel costs. This substantial cost reduction underscored the financial viability of the new system.
“We look back at our decision to improve our contact center with Omilia’s conversation customer care technology as one of the most successful decisions with a significant impact on our customer-facing image”
Konstantinos Koros
Contact Center Manager, Eurobank EFG
