Genesys Awards Kiwibank as Winner of CX Innovator Award
14 Mayo 2024 - 10:02AM
Business Wire
Largest New Zealand-owned bank recognized for
digitizing and transforming the customer experience with Genesys
Cloud AI
Genesys®, a global cloud leader in AI-powered experience
orchestration, announced Kiwibank as the winner of the Customer
Experience (CX) Innovator (SMB and Mid-Market) category during its
19th annual Customer Innovation Awards. The CX Innovator award
specifically is given to organizations that are pushing the limits
to deliver smarter and more cohesive customer and employee
experiences with Genesys Cloud AI.
Kiwibank, the largest New Zealand-owned bank, is committed to
providing the best digital experiences to its more than one million
customers while ensuring the security of its online banking
services.
Already achieving results with the Genesy Cloud™ platform,
Kiwibank saw an opportunity to partner further with Genesys to
modernize its use of voicebots. The bank’s existing bot had been
designed almost a decade ago by a third-party provider — with
minimal redesigns throughout the years. Additionally, it was overly
complicated with more than 1,000 unique intents, making it
challenging to manage journeys and route customer inquiries
correctly the first time.
By implementing Genesys Cloud AI capabilities, with the support
of telecommunications partner Spark NZ, Kiwibank is improving
digital and voice-based self-service to provide a more in-depth and
holistic experience, resulting in:
Improved operational efficiencies: Kiwibank implemented
the Genesys voicebot within four months and has already seen an
impressive 28% reduction in abandonment rates, a 19% reduction in
average handling time (AHT) and a 27% decrease in transfer rates.
Through this effective implementation, Kiwibank can address
customer inquiries faster with its voicebot solution and seamlessly
route to the most suitable agent when issues require a human
touch.
Simplified customer journey: By harnessing Genesys
voicebot capabilities, Kiwibank has enabled customers to resolve
most of their needs via self-service, enabling faster and more
accurate issue resolution. This has led to a 98% reduction in the
amount of customer intents that live agents need to support.
Elevated customer experiences: The implementation of the
Kiwibank intent bot has been a game-changer for the company,
including a significant 3-point improvement in its overall customer
satisfaction score — a testament to the effectiveness of using
Genesys Cloud AI. In addition, Kiwibank saw a 4-point increase in
its ability to successfully direct customers to the right agent and
a 3-point uptick in delivering quick decisions for customer
queries.
“Our Ngā Kauwaka, or Kiwibank culture, includes me māia, rising
to the challenge, and ngā kiritaki, having our customers at heart,”
said Steve O'Shea, head of customer engagement hub – Northern at
Kiwibank. “The recent Genesys bot implementation really epitomizes
both — rising to the challenge of ensuring our customers are at the
heart of all our conversations. By providing a consistent approach
to our customer interactions, not only are we enabling our people,
but our customers feel valued and confident their finances and
personal information are safe and secure.”
The Customer Innovation Awards recognizes organizations for
transforming their customer and employee experiences with AI, cloud
and digital technologies across all industries. Kiwibank accepted
its CX Innovator award at Xperience 2024 in Denver.
To watch select Xperience keynotes on-demand, visit the
Xperience Encore event beginning May 27.
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
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version on businesswire.com: https://www.businesswire.com/news/home/20240514128335/en/
Kelley Crane, Genesys Kelley.crane@Genesys.com
Method Communications genesys@methodcommunications.com