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Leading East African Commercial Bank
40%
Reduction in Call Volume
67
NPS Score (up from 32)
24/7
Service Availability
3M+
Monthly Conversations
One of East Africa's largest commercial banks was facing a critical challenge: their call center was overwhelmed with routine customer inquiries, leading to long wait times, frustrated customers, and rising operational costs. With over 5 million active customers and growing digital adoption, they needed a scalable solution that could handle customer service in both English and Swahili.
We partnered with the bank to deploy an AI-powered customer service platform that combines natural language processing, voice recognition, and intelligent routing to handle customer inquiries 24/7. The system understands and responds in both English and Swahili, and seamlessly escalates complex issues to human agents.
The result has been transformative: a 40% reduction in call center volume, dramatically improved customer satisfaction, and a foundation for continued digital innovation.
The bank's call center was struggling to meet customer demand, with average wait times exceeding 15 minutes and customer satisfaction scores declining.
Call center handling 100,000+ calls daily, with 70% being routine inquiries
Average customer wait time of 15+ minutes during peak hours
NPS score dropped to 32, well below industry benchmarks
High agent turnover due to repetitive work and stressed conditions
Limited support hours leaving customers without 24/7 service
Language barrier with Swahili-speaking customers preferring local language support
We developed a comprehensive AI-powered customer service platform that handles routine inquiries across multiple channels while seamlessly integrating with the bank's existing systems.
Advanced NLP-powered chatbot understanding and responding in both English and Swahili, handling account inquiries, transaction history, and common banking questions.
AI-powered voice system that understands natural speech in both languages, replacing the frustrating touch-tone menu system with conversational interactions.
Smart escalation system that recognizes when human assistance is needed and routes calls to the appropriate specialist with full context preserved.
Full banking assistant capabilities via WhatsApp, meeting customers on their preferred messaging platform.
Real-time AI suggestions for human agents, providing relevant information and recommended responses during escalated conversations.
Comprehensive dashboard showing customer intent trends, common issues, and opportunities for service improvement.
Our phased approach ensured successful delivery and adoption.
Deep dive into existing customer service data, call recordings, and customer feedback. Designed conversation flows and identified key intents to address.
Built and trained custom NLP models for banking domain in both English and Swahili, using VE.KE's African Language NLP expertise.
Connected to core banking systems, tested extensively with real customer scenarios, and refined based on agent feedback.
Launched with 10% of traffic, monitored performance closely, and iterated based on real-world interactions.
Expanded to full traffic, continuous model improvement, and expansion to additional channels including WhatsApp.
Measurable outcomes that transformed the business.
40%
Reduction in Call Volume
AI chatbot and voice assistant now handle 40% of customer inquiries without human intervention, freeing agents for complex issues.
67
NPS Score (up from 32)
Customer satisfaction dramatically improved with faster response times and 24/7 availability.
24/7
Service Availability
Customers can now get help anytime, including weekends and holidays, in their preferred language.
3M+
Monthly Conversations
The system handles over 3 million customer conversations per month across all channels.
< 30s
Average Response Time
Average wait time reduced from 15+ minutes to under 30 seconds for AI-handled inquiries.
50%
Agent Productivity Increase
Human agents now handle more complex issues with AI assistance, improving resolution rates.
“The transformation has been remarkable. Our customers now get instant help in their language of choice, and our agents can focus on the conversations that truly need a human touch. VE.KE understood our unique needs and delivered a solution that works for Kenya.”
Chief Digital Officer
Leading East African Commercial Bank
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