How a digital bank automated 52% of inbound service calls
Deployed AI Voice Bot with secure auth flows and CRM-aware routing, reducing AHT by 31% and lifting first-contact resolution across retail banking channels.
Outcomes
27%
Cost Reduction
+18 pts
Customer Satisfaction
Company overview
Northpeak Financial
Banking
Singapore & Mumbai
2,400 employees
6 modules
14 weeks
Key performance indicators
Results that ops and finance both trust
0%
Cost Reduction
+0 pts
Customer Satisfaction
0%
Automation Rate
<0s
Response Time
Customer challenge
What stood in the way of better CX and lower cost-to-serve
High inbound volume
Peak days flooded IVR and agents with balance, OTP, and card status requests.
Rigid IVR menus
Callers bounced between keypad trees and abandoned before reaching a human.
Fragmented CRM context
Agents re-asked for verification because voice systems did not write back cleanly.
Compliance pressure
Every automated path needed auditable identity flows and full conversation logs.
Our solution
A connected journey from first contact to continuous improvement
Step 1
Customer
Step 2
AI Voice Bot
Step 3
Intent Detection
Step 4
CRM Integration
Step 5
Live Agent (if needed)
Step 6
Analytics Dashboard
Products used
Platform modules powering this engagement
Implementation timeline
From discovery to production with disciplined gates
- 1
Discovery
Intent inventory & compliance mapping
- 2
Planning
Architecture, CRM fields, success KPIs
- 3
Development
Voice bots, routing, and write-backs
- 4
Testing
Red-team auth paths & QA sampling
- 5
Go Live
Phased rollout with hypercare
Dashboard preview
Live operational visibility for supervisors and executives
Experience analytics
Containment · CSAT · AHT · SLA health
Results
Before vs after this engagement
Before
- Average handle time north of 7 minutes on service calls
- Containment stuck under 20% on legacy IVR
- Fragmented notes across telephony and CRM
After
- 31% lower AHT on automated service intents
- 52% of inbound service calls contained
- CRM-synced identity and disposition on every contact
Business impact
Board-ready numbers from the deployment
0%
Cost Savings
0%
Automation
0%
Faster Resolution
+0
CSAT
0x
ROI
0M+
Calls Handled
“AI Advance Omnichannel let us contain over half of our repetitive banking inquiries while improving CSAT. The agent assist layer paid for itself in a quarter.”
Priya Nair
Head of Customer Operations · Northpeak Financial
Northpeak Financial partnered with AI Advance Omnichannel to modernize inbound voice. Within one quarter, repetitive balance and authentication intents were contained safely with full audit trails.
Agents focused on complex lending and fraud escalations while AHT dropped and CSAT improved.
Related case studies
More outcomes across industries
Logistics
Cutting WISMO volume with proactive shipment AI
Voice and WhatsApp automation for tracking, ETAs, and exceptions reduced inbound agent load across regional hubs.
Read case study →
Retail
Peak-season resilience with omnichannel AI
Elastic cloud contact center and WhatsApp automation absorbed Black Friday volume without linear headcount growth.
Read case study →
Healthcare
Always-on patient access for a multi-clinic network
Conversational AI for appointments, prescription refills, and triage intake improved access and reduced no-shows.
Read case study →Ready to achieve similar results?
Map automation, routing, and CRM write-backs to your highest-volume intents with our solutions team.