In 2014, following a successful pilot with Omilia, Eurobank EFG took the decision to upgrade their old Voice IVR customer care portal to a new speech-enabled conversational customer care system with Natural Language Understanding (NLU) technology. 

The new system came online in March 2015 and has successfully served more than 4 million callers until today. The adoption of NLU technology has led Agent to Agent transfers to a significant decrease. With Omilia’s deepASR® and DiaManT® technologies we have achieved a CISR (Concept Identification Success Rate) consistently above 94%