Enhancing the customer experience by modernizing a leading North American bank's contact center

Discover how our agentic AI transformed a North American bank’s contact center. By replacing legacy telephony and siloed systems with AI-driven conversational bots, voice agents, emotion-detection and omni-channel automation we dramatically cut costs and customer waiting times.

90% cost savings on the straight-through process:

Cost savings on the straight-through process: A reduction from USD 12 to USD 0.7 per conversation.

Zero call wait time:

Connect anytime with a 90% confidence score for intent identification and cross-channel customer outreach.

Motify Logo Overview

Modernizing a leading North American bank

Our 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.

Motify Logo RESULTS

Outcomes delivered

We helped our client achieve cost reductions of roughly 90%, near-zero wait times, and improved customer satisfaction and NPS through streamlined, real-time, multilingual support.

I am proud to highlight the remarkable business value delivered through our AI-driven solutions for our global client. We’ve achieved outstanding outcomes that have transformed their operations.
Gunasiri Perera
Gunasiri Perera
Vice President, Head of AI – BFSI
Motify Logo CHALLENGE

A poor customer experience

The key challenges faced included high call-drop and wait times, rising operational cost per call along with inconsistent agent performance and customer experience. Gaps in technology, training and governance only served to amplify these problems.

Motify Logo SOLUTIONS

AI-Driven, 24/7 Multilingual Support

ITM totally modernized our client’s contact center with a multi-year roadmap, integrating conversational AI, 24/7 multilingual support, real-time query handling, and emotion detection. By automating routine tasks more complex issues could be efficiently escalated to human agents.

Motify Logo TECHNOLOGIES

An integrated technology solution

ITM totally modernized our client’s contact center with a multi-year roadmap, integrating conversational AI, 24/7 multilingual support, real-time query handling, and emotion detection. By automating routine tasks more complex issues could be efficiently escalated to human agents.

Are you ready

The most forward-thinking leaders aren’t just adopting new tools. They are taking Business Creativity to the next level. To not simply outperform the market, but to Outcreate it.

It’s time to Outcreate

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It’s time to Outcreate

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