About the client
The client is one of North America’s largest banks, providing a wide range of financial services, including personal and retail banking. They serve over 20 million personal banking and branded card customers, along with 46 retail partner clients across their North American operations.
Business goals and objectives
The contact center modernization initiative focused on achieving three key strategic objectives:
- Enhancing customer satisfaction and experience: The primary goal was to elevate customer satisfaction (CSAT) and improve the Net Promoter Score (NPS) by delivering superior customer experiences.
- Migrating to a modernized technology platform: Transitioning from traditional telephony systems and legacy platforms to a robust technology stack was pivotal. The target infrastructure enables lean service implementation and operational excellence through AI-driven operations management. Features such as agentic AI and self-service capabilities empower end-to-end management across channels, boosting efficiency and scalability.
- Optimizing operational costs and efficiency: The initiative aims to reduce operational (OPEX) and infrastructure costs significantly while maximizing the impact of human capital. Improved efficiency in business process management (BPM), zero call wait times, and reduced average call handling time (AHT) for agents are central to this objective.
Challenges
In the retail and personal banking space, the client faced a slew of challenges, ranging from high call drop rates to lengthy turnaround times. Some of the key challenges were:
Inconsistent experiences
Call drop rates
High costs
Skill gaps and retention issues
Collaboration
LTIMindtree’s solution
The multi-year contact center modernization roadmap and implementation blueprint were created in conjunction with the client’s technology and business teams as part of the tech advisory and consulting team.
Conversational AI integration
24/7 multilingual support
Advanced AI automation
Real-time query handling
Emotion detection and escalation
Tech stack
LTIMindtree’s solution leveraged technologies such as:
- Conversational AI and Gen AI with STS (Speech-to-Text and Text to Speech)
- Automatic Speech Recognition STS
- RAG Search GPT 3.5 (Subsequently used Mistral and Vertex AI Gemini LLMs as per Organization alignment)
- Telephony system Integration with SIP (Session Initiation Protocol) trunk mapping
- Banking services and API integration in both cloud and on-prem services
- Integration with digital services and messaging platforms to enable Customer services, mobile app cloud platforms, and systems
Business outcomes
- 90% cost savings on the straight-through process: A reduction from US$12 to USD 0.7 per conversation.
- Achieved USD 6 million in annual OPEX savings: Out of this, USD 3 million was realized in the first year.
- Zero call wait time: Connect anytime with a 90% confidence score for intent identification and cross-channel customer outreach.
- Improved and consistent CSAT and NPS
- Optimized KPI monitoring: Conversational AI dashboards integrated with data governance frameworks enable the monitoring of business and technology KPIs.
Testimonial
Gunasiri Perera
Vice President, Head of AI – BFSI
I am proud to highlight the remarkable business value delivered through our AI-driven solutions for our global client. Through a combination of innovation, efficiency, and advanced technology, we’ve achieved outstanding outcomes that have transformed their operations.
In addition to these tangible benefits, this journey reflects not just the cost savings but a holistic transformation that aligns with the client’s long-term growth strategy. The results speak for themselves—empowering them to deliver exceptional service, optimize operations, and stay ahead of the competition.
Discover how our solutions can transform your call center operations and drive your business goals. Write to us at BFS.AI@ltimindtree.com to explore the possibilities.
