National Banking Organization Improves Customer Service With Google CCAI and CDW

With over 6,100 employees, $80 billion in assets, and 180 retail locations, this leading banking organization provides both retail and commercial banking solutions. Despite its scale and success, its customer service platform relied on manual processes that could not keep up with increasing call volumes and complexity. The lack of automation and intelligent call routing created inefficiencies for both customers and employees, detracting from overall customer satisfaction.

To address these challenges, the bank engaged CDW’s Google Cloud team to create a cloud-based contact center powered by Google Contact Center AI (CCAI). This solution offered seamless integration with the organization’s existing ERP and CRM systems and introduced intelligent call routing based on real-time customer data.

The implementation included a virtual agent for chat and voice, capable of handling customer queries without needing human involvement. Additionally, an employee support chatbot was designed to streamline internal workflows, allowing staff to focus on higher-value tasks.

The transition to a cloud-based system transformed the bank’s customer service operations. Key outcomes included:

• Efficiency gains: A 60% deflection rate for inbound customer calls within the first month, improving further to 80% by the end of the first quarter.
• Cost savings: Projected annual consumption of $5+ million in CCAI services.
• Employee efficiency: The internal support chatbot significantly reduced the time spent on routine inquiries, enabling employees to optimize their productivity. 

The success of this solution underscores how cloud-based AI technology can power meaningful results in customer service, delivering measurable benefits for both customers and organizations.

By migrating to a cutting-edge contact center solution with CDW and Google Cloud, the banking organization set a new standard for operational efficiency and customer satisfaction. These results highlight the potential of cloud-based AI to tackle complex customer service challenges, positioning organizations for long-term success in an increasingly digital world.