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  5. Alior bank InfoNina: Reinventing CX in the Contact Center

Alior bank InfoNina: Reinventing CX in the Contact Center

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16 March 2022
Bob Meara

Winner of Celent Model Bank 2022 Award for Customer Service

Abstract

Before vendor-built conversational interactive voice response (IVR) systems were widely available, Alior Bank embarked on an ambitious program to reinvent its customer’s contact center experience while capturing actionable insights using AI.

Alior Bank launched two concurrent conversational AI initiatives; a voice bot to replace its legacy IVR system and a speech analysis platform to monitor and analyze conversations between the bank’s representatives and customers.

Alior’s results demonstrate how customer-led initiatives can prove effective even while departing from market norms. Alior Bank is a deserving winner of Celent’s Model Bank 2022 award for Customer Service.

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