A major U.S. bank partnered with Call Journey to transform its customer experience strategy by leveraging conversation intelligence. Facing challenges like inaccurate data, inefficiencies in self-service adoption, and high agent productivity costs, the bank deployed Call Journey Ci to extract detailed, AI-driven insights from over 60,000 daily interactions. The platform enabled deep root-cause analysis, agent performance tracking, and automation opportunity identification. Results included over 100 actionable insights, $23M in potential savings, improved CX, and a significant shift in operational efficiency—all without increasing internal resource demands.

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