How Comerica Bank is Tapping Voice AI to Improve Its Call Centers

  • “The first stage, voice AI, was fully implemented for consumers for retail banking and tech service desk queries in 2018 and thus far has improved customer support efficiency by over 50%
  • ‘When we launched VoiceSafe we started learning more from some of our initial calls,’ he continues. ‘We found there were gaps in our dialog design. So we started making updates almost nightly, in order to make sure we captured some of the low-hanging fruit and addressed other gaps right out of the gate.’
  • “Business banking conversations are often very consultative in nature, and they tend to be particularly ‘context heavy’,” says Varanasi. At this time Comerica is not using voice AI on the business side.”

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