Services
How Gen-AI Solution Helped Customer Service Agents Slash Inquiry Resolution Time by 90%
The Story So Far
A global bank found that its agents were juggling thousands of knowledge articles just to answer routine questions. What should have been a quick response often stretched into 10–15 minutes while customers waited on the line. The process slowed conversations, frustrated clients, and left agents with less time to focus on building relationships. To fix this, the bank looked for a smarter way to equip its agents with the right knowledge at fingertips while ensuring speed, accuracy, and simplicity.
What Got in the Way
Overwhelming Knowledge Repository
Inefficient Search Process
Delayed Resolutions
The EvonSys Approach
Achieving Faster Answers with Fewer Clicks
EvonSys helped the bank implement a GenAI-powered knowledge assistant to simplify how agents access and use information. More than 5,000 articles were securely ingested into the model, enabling agents to ask questions in natural language and receive clear, accurate answers in seconds. This streamlined knowledge access, reduced clicks, and gave agents the confidence to resolve inquiries faster and more effectively.
How the Story Changed
90% Faster
Inquiry Resolution Time
70% Fewer Clicks
Streamlined, Error-free Navigation
Workforce Optimized
Same Volume of Inquiries, Fewer Employees
Solutions to grow your business
GenAI Customer Service Solution | EvonSys Case Study
A global bank found that its agents were juggling thousands of knowledge articles just to answer routine questions. What should have been a quick response often stretched into 10–15 minutes while customers waited on the line. The process slowed conversations, frustrated clients, and left agents with less time to focus on building relationships. To fix this, the bank looked for a smarter way to equip its agents with the right knowledge at fingertips while ensuring speed, accuracy, and simplicity.
.png)
.png)
