The Client
Banca Sella is one of Italy's longest-established private banking groups, serving retail and business customers across the country. From January 2020 it has run a conversational AI agent across its digital channels to carry the routine load of customer service. This is a European deployment by Vection Technologies, DXLabs' parent company. DXLabs brings the same platform and patterns to ANZ.
The Challenge
A bank's contact volume is dominated by the same questions, asked thousands of times a day: card services, account queries, branch information, how-do-I. Every one of them consumed agent capacity, and a quarter of inbound calls were reaching the wrong team entirely. The routine was crowding out the conversations that actually needed a banker.
What ran
A multichannel AI agent, built on the Algho conversational AI platform, sits across the bank's web and digital channels. It answers routine banking queries in natural language, screens and qualifies first-level requests, and hands anything needing judgement to a person with the context already gathered. It has run continuously in production since 2020, retrained as products and policies change.
The results
Over six years in production the agent has carried 2.7 million customer interactions and 11.5 million requests at 95 percent answer accuracy, handling 80 percent of repetitive requests independently, returning 44,832 staff hours to higher-value work, and saving the bank around EUR 1.3 million in operating costs, while cutting misdirected inbound calls by a quarter.
Key Facts
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What This Demonstrates
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