Migros Bank is one of the leading Swiss banks wholly owned by the retailer Migros with 67 branches in Switzerland. As a universal bank, it is primarily active in the business with retail and private customers as well as with small and medium-sized corporate clients. It was founded in 1958 by Gottlieb Duttweiler.
Voice Biometrics and Virtual Assistant for 24/7 customer support
Award-winning voice bot effectively augments customer support teams. Callers are recognized and authenticated by voice.
- AHT cut by 20%
- 24/7 Customer support
- Best Bot Award
Challenge:
The 190 customer advisors in the Migros Bank customer center received 650,000 calls in 2022 alone. Without the use of technical aids, this enormous number could only be handled with waiting times for the callers. Knowledge-based authentication (security questions) was in use.
Solution:
Spitch integrated a voice biometrics solution that runs in the background continuously throughout the conversation authenticating callers after a few seconds of free speech. The virtual assistant can accurately recognize customer concerns and refer them to the responsible service point. The system can also handle queries automatically 24/7, send links to the Migros Bank website with the relevant content via SMS, and offer numerous other self-services, such as unlocking e-banking access devices, sending new activation codes, etc. Support is provided in multiple languages: in German, Swiss German dialects, Italian and French.
Business benefits
- The average call processing time has been cut by approximately 20%, helping to reduce costs.
- Customer satisfaction has grown thanks to the removal of emotional barriers associated with security questions, and minimization of identity theft risks.
- Voice biometrics ensures the highest level of security.
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