Autonomous customer service across every channel
Voice, chat and email agents that resolve most banking queries the same day, with almost no escalations.
One of the largest banks in the USProblem statement
What the client was up against
Service volumes kept climbing across voice, chat and email. Each channel ran on its own tools, so customers repeated themselves and agents started every contact from zero. Cost per contact rose and same day resolution fell.
Our approach
How we approached it
- Mapped the top contact reasons and the back office action each one needs
- Built one shared memory across channels so context follows the customer
- Connected agents to CRM, core systems and incident tools
- Set clear escalation rules with full context handed to human staff
Solution we created
What we built
An Octimo multi agent service layer that listens, resolves and learns across every channel. Agents understand intent, take the action in the system of record and only hand over when a person is genuinely needed.
Agents in the system
The multi agent team behind it
SourcesCRM, ERP, cloud contact centre, incident management tools
Intent agentWorks out what the customer needs in any channel
Resolution agentCompletes the request in CRM and core systems
Sentiment agentFlags frustration and urgency in real time
Escalation agentHands over to a person with the full history
Quality agentReviews conversations and feeds improvements back
People decideReview, approve and act
Intent agentWorks out what the customer needs in any channel
Resolution agentCompletes the request in CRM and core systems
Sentiment agentFlags frustration and urgency in real time
Escalation agentHands over to a person with the full history
Quality agentReviews conversations and feeds improvements back
CRMERPcloud contact centreincident management tools
Results
What changed in the numbers
750k+customer interactions handled a year
85%of queries resolved the same day
under 5%of interactions escalated
Measured in the client's live deployment.
Client names, detailed case studies, demos and references can be shared on request.
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