​Swedbank humanises customer service with artificial intelligence platform

One of Sweden’s largest retail banks, Swedbank, which employs a team of around 700 contact centre agents across Europe, the US, and China takes two million transaction calls every year. However, according to Swedbank head of operational support Martin Kedback, the bank was looking to reduce the amount of transactional calls that were coming through so its agents could focus on value adding to the business. “Out of those two million calls, transactional calls took up almost all the time of our contact and branch office workers. But we wanted them to do was spend time on more value adding, relationship building activities. For example, instead of helping people transfer money from one account to another, we want our people to help them purchase a car or insurance for their…

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