Challenges & solutions

Problem

One Bank (name withheld due to NDA restrictions) faced mounting pressure to modernize its customer service. Despite strong digital adoption among users, its traditional call center model couldn’t keep pace with growing demand and evolving expectations.  

Overloaded Call Centers
The bank’s support teams were overwhelmed by repetitive, low-complexity queries like balance checks, transaction history, card issues, and loan application status. These accounted for more than 60% of total inquiries, leaving little bandwidth for complex or high-value interactions. During peak periods, wait times surged, and abandonment rates increased — resulting in frustrated customers and missed engagement opportunities.  

Limited Availability
Support was largely limited to standard business hours, with minimal weekend or evening coverage. As more users adopted digital-first lifestyles, the lack of 24/7 assistance created frustration and contributed to declining CSAT scores.

Rising Costs, Low ROI
Despite scaling up its support team, One Bank (name withheld due to NDA restrictions) saw diminishing returns. Operational costs rose year-over-year, driven by agent onboarding, training, and legacy infrastructure maintenance — all without significant improvements in resolution speed or efficiency.  

Poor Scalability During Growth
New product launches and marketing campaigns frequently triggered call volume spikes. Without flexible infrastructure, the bank couldn’t scale support operations fast enough, leading to delays and customer dissatisfaction.

Fragmented Experience and Security Risks
Customers often had to repeat information when transferred between departments. Agents lacked a unified view of prior interactions, slowing response times. Meanwhile, compliance with GDPR and PSD2 created pressure to modernize systems in a secure, auditable way — something legacy tools couldn’t deliver effectively.  

To address these challenges, One Bank set out to implement AI-powered voice assistants for banking customer service, aiming to improve operational efficiency, enhance customer satisfaction, and reduce support costs.

Solution

To overcome growing support challenges, One Bank (name withheld due to NDA restrictions) partnered with Plavno to design and build a robust solution based on AI-powered voice assistants for banking customer service. The goal: automate routine inquiries, reduce operational costs, and deliver 24/7 customer service through natural, human-like voice interactions.

Key Objectives:

Reduce the workload for support operators;
Cut the average handling time for incoming calls;
Boost customer satisfaction with fast, accurate voice support;
Automate order placement and responses to frequently asked questions.

Rollout Strategy
Plavno and One Bank (name withheld due to NDA restrictions) adopted a phased rollout strategy to ensure security, stability, and performance. The process began with internal sandbox testing, where employees validated speech recognition, NLP accuracy, secure voice authentication, and integration with core banking systems. Based on feedback, the AI models were refined before moving to a soft launch with a limited group of customers via mobile apps and IVR.

This stage allowed real-world testing, multilingual fine-tuning, and optimization of live agent escalation. After confirming reliability and compliance, the assistant was fully deployed via IVR, mobile, and smart assistants. Post-launch, the system entered a continuous improvement cycle with performance monitoring, model updates, and feature expansion based on user behavior and analytics. This strategy formed the backbone of a secure, scalable solution tailored specifically for AI-powered voice assistants for banking customer service.  

Results 
The results of the project exceeded expectations and clearly demonstrated the value of implementing AI-powered voice assistants for banking customer service:

32% reduction in call center costs within the first 6 months
82% of сustomer inquiries resolved without human intervention
2x faster resolution times for common banking support tasks
24/7 customer service availability across digital channels
21% improvement in CSAT (Customer Satisfaction Score)

This success led One Bank (name withheld due to NDA restrictions) to expand the use of the voice assistant across more departments and languages.

Features

One Bank’s AI-powered voice assistants for banking customer service offer fast, secure, and natural interactions to enhance customer support. 

Conversational Support. Quickly handles common banking queries like balances, transactions, and loan statuses with advanced natural language understanding.
Secure Voice Authentication. Uses multi-factor and biometric voice verification to protect sensitive customer data and comply with banking regulations.
Omnichannel Integration. Supports voice access via IVR, mobile apps, websites, and smart assistants, providing a seamless experience across channels.
Multilingual Support. Delivers accurate responses, tailored to regional customers.
Live Agent Escalation. Transfers complex issues to human agents with full conversation context, speeding up resolution.
Analytics Dashboard. Tracks performance, user sentiment, and call trends to optimize the AI-powered voice assistants for banking customer service.
Self-Learning AI. Continuously improves through real interactions to stay effective and relevant.

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