A top-tier national banking organization with 6,100 employees, $80 billion in assets, and 180 retail locations faced mounting challenges in managing customer service demands. Legacy systems and manual call-handling processes hindered their ability to deliver fast, efficient, and scalable support — resulting in customer frustration and growing inefficiencies.
To modernize its customer engagement strategy, the bank partnered with CDW and Google Cloud to implement Google Contact Center AI (CCAI) — a fully cloud-based, intelligent contact center solution. This next-gen platform seamlessly integrated with the bank’s existing ERP and CRM systems and introduced advanced features such as real-time call routing and AI-powered virtual agents.
The virtual agent, deployed across chat and voice channels, could handle a large volume of inquiries without agent intervention. In parallel, an internal employee support chatbot was rolled out to automate routine queries and streamline workflows, freeing staff to focus on higher-impact activities.
Key Results:
- 60–80% Call Deflection: Within three months, the virtual agent successfully resolved up to 80% of inbound customer calls, dramatically reducing wait times and live-agent load.
- $5M+ Annual CCAI Consumption: The organization scaled AI service usage to match its growing customer engagement needs while optimizing operational costs.
- Enhanced Employee Productivity: Internal chatbot automation enabled staff to spend less time on repetitive tasks and more time delivering value.