Chat Success Rate


Singapore’s largest financial institution launching app-only bank to cater for the massive and increasing rate of mobile-first millennial consumers in South East Asia.

Challenges / Opportunities

  • Digital First Solutions for Branchless Banking
  • Eliminate need of expensive and outdated traditional Voice based assisted Service

  • Reduce Total Cost of Ownership for contact center enablement

  • Improve SLA and Enhance Customer Experience

Benefits / Outcome

  • SLA improved from 70% to 86% within a month post solution implementation with concurrent chat handling capabilities

  • Chat success rates hit an all-time high of 94% with low volume of chats needing escalation to audio IP call for resolution

  • Low Abandonment Rates owing to intelligent routing and concurrent chat handling capabilities with reduced wait time of less than 15 seconds

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