Rebooting engagement with AI
When Sasha Miller, the Chief Information Officer at a leading US-based bank, wanted to improve its customer service operations, she partnered with Infosys. Together, they automated and streamlined the bank’s processes with a robust and secure Genesys Agent Copilot implementation that improved customer satisfaction, reduced 5822+ manual hours, and delivered significant cost savings.
Approach summary:
- Identified automation opportunities
- Developed solutions using Genesys Agent Copilot
- Tested, deployed and monitored the solution
- Provided ongoing support
Key benefits:
Achieved a 10% improvement in Average Handle Time (AHT) 
Improved Average Speed of Answer by 35% 
Enhanced Service Level by 6% 
Notable increase in Customer Satisfaction 
