Santander is global retail bank that is structured into five global businesses and operates in 9 core markets in Europe and the Americas.


Results

+60% Call Center Capacity

+80 Workflows Orchestraction

100% of calls answered

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Challenge


Santander had an AI solution that automatically called customers, asking security questions to verify the authenticity of certain operations. If the AI solution couldn’t authenticate the operation, the call was transferred to a human operator. The solution presented several challenges:

  • A large number of calls still had to be transferred to human operators.

  • Robotic and unnatural interactions, leading to customer frustration.

  • Rigid system with limited potential for continuous and rapid improvement.



Side-by-side solution compar ison


Santander challenged AgentifAI to implement its Intelligent Agent for the same service, keeping both solutions in production to compare their performance.



A production “pilot” was agreed upon, where AgentifAI’s solution would handle 20% of the calls during Santander Contact Center's operating hours, while the existing solution would handle the remaining 80%.

  • >30 pp from day one, AgentifAI’s solution had a >30 percentage point higher success rate compared to the previous solution.

  • 100% of the calls in light of these results, Santander decided to immediately route 100% of the calls to AgentifAI’s Assistant, extending the pilot for an additional two months.

  • Full production AgentifAI’s Virtual Assistant is now in full production at Santander, handling both outbound and inbound Contact Center operations.


"The implementation of Alice was extremely fast and agile, with immediate impact on our results. From the start, we observed a significant increase in authentication effectiveness, easing the pressure on our Contact Center while substantially improving the customer experience.

AgentifAI has been an essential partner, delivering a unique, flexible, results-driven solution. They also provide continuous support and constant improvements, with fast response times and a fully committed approach to our goals."

João Reis

Head of AI at Santander



Results

  • +30 pp increase in success rate compared to the previous solution.

  • Higher customer satisfaction, with faster, more personalized, and more human-like service.

  • Increased operational capacity of the Contact Center, reducing pressure on human agents and enabling quicker response to demand fluctuations.