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AI Transformation – Generative AI-Powered Customer Service Transformation
Using generative AI to improve response time, customer satisfaction, and training efficiency in banking operations.
AI Transformation – Generative AI-Powered Customer Service Transformation
Client/Department
The client’s customer service team faced rising service expectations, higher call volumes, and lengthy agent training cycles. Knowledge was spread across multiple platforms, making it difficult for agents to provide timely answers. New hires required nearly three months to become productive, leading to inconsistent service and delayed resolutions. Customers often experienced multiple handovers before a single query were resolved.
Problem
Customer service processes lacked scalability and agility:
- Average call resolution time was high (12 minutes)
- 35% of queries required multiple interactions
- Knowledge base was fragmented and difficult to access
- Agent onboarding time averaged 3 months
Solutions
Unison implemented AI-powered systems to simplify customer support and improve agent productivity:
- Deployed intelligent virtual assistants to handle common inquiries
- Centralized knowledge base with automated updates
- Leveraged domain-tuned large language models for contextual understanding
- Introduced AI-driven coaching tools to accelerate agent training
Technology Stack
Our solution was built using enterprise-grade generative AI platforms and cloud tools for performance and scalability.
OpenAI GPT-4
Azure OpenAI Service
LangChain
Vector Databases
Azure Cognitive Services
Achievements
Our transformation delivered measurable improvements in performance and significant cost savings.