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BankingNorth America
US Regional Bank
Reducing Customer Escalations by 52% with Real-Time Agent Coaching
52%
Escalation Rate Reduction
22min
Average Agent Onboarding Reduction
18%
AHT Reduction on Complex Calls
2.8×
Year-1 ROI
The Challenge
A US regional bank with 400 contact center agents experienced a 32% escalation rate on complex product inquiries — customers being transferred to specialists due to agents lacking product knowledge in real time.
The Solution
ALPANDIA's agent whispering detected inquiry topics in real time and surfaced relevant product information, compliance prompts, and next-best-actions directly to agent desktops within seconds of topic detection.
ALPANDIA Products Used
voice detection ai whisperingvoice transcription
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