Accelerating CX Intelligence with AI: A Financial Institution’s Journey with NiCE Interaction Analytics

Overview

Check out how a major bank in the United States used NiCE Interaction Analytics Topic AI to maximize the impact of their CX analytics program. By automating the structuring and analysis of all customer interaction data and tying KPIs to intents, events and outcomes, they were able to surface insights that were leveraged to drive measurable improvements to their CX and operational efficiency. The CX analytics program is now streamlined, saving over 4,000 analyst hours per year while aligning stakeholders around insights to improve customer sentiment, agent coaching and removing friction points.