Union Bank of India Reduces AHT by 27%, Improves Customer Complaint Handling by 45%, & Boosts Accuracy in Response by 95%

Union Bank of India is a leading public sector bank and pioneer in 100% core banking solutions in India. They aimed to quickly secure credit and debit cards upon customer request, streamlining complaint handling and providing convenient doorstep banking services.

Floatbot.AI deployed a GenAI-Powered Voice-Based Real-Time AI Agent Assist solution for Union Bank of India. By seamlessly integrating with the Core Banking System and Genesys Cloud, it vastly improved agent productivity in handling customer queries. The AI Agent Assist also streamlined the process of blocking cards during calls with real-time identity verification. It facilitated easy communication about doorstep banking services, especially beneficial for senior citizens. 

Download the case study to explore how Union Bank of India optimized customer service operations, reduced Average Handling Time (AHT), & addressed complaint handling through Real-time AI Agent Assist (copilot).