Contact center intelligence for the financial industry
From managing their savings to buying a home, your customers depend on you when making their biggest financial decisions. With Creovai, your contact center can be the driving force behind great customer relationships. Arm your agents with real-time guidance to successfully resolve customer issues and navigate complex processes like loan applications. Use conversation intelligence to uncover insights to increase conversion rates, customer satisfaction, and loyalty.
Request a demo
Help agents navigate complex interactions with ease
Your agents are responsible for assisting customers with complex and emotionally charged issues while also meeting regulatory requirements. It’s not an easy job, but Creovai Real-Time Guidance can give your agents the tools to navigate complicated processes with confidence, improve first contact resolution, and increase sales conversions.
- Guide agents through workflow steps and deliver intent-based prompts in one simple interface, ensuring successful resolutions to challenging issues and proper education to inform borrowing decisions.
- Keep conversations in compliance with AI-powered dynamic checklists.
- Reduce after-call work—and give agents more time to focus on customers—with AI-generated call summaries and wrap-up assistance.
Deliver consistent, high-quality service to every customer
It’s easier than ever for customers to switch financial institutions, and the quality of your service can make or break customer loyalty. Improve your coaching and ensure your agents consistently deliver great experiences with Creovai’s QA Automation.
- Automatically score 100% of customer interactions to identify your best coaching opportunities and reduce your manual QA time.
- Identify the agent behaviors with the biggest impact on the customer experience—and build these insights into your coaching.
- Avoid costly fines, legal fees, and reputational damage by tracking compliance criteria across every interaction.
Grow customer loyalty and share-of-wallet
Understanding your customers’ needs is the key to strengthening loyalty and growing wallet share. Creovai Conversation Intelligence lets you listen to your customers at scale, spot trends, and make high-impact CX decisions.
- Uncover conversation insights to reduce repeat contacts, increase self-service adoption, and make other operational improvements.
- Capture feedback about your financial products and services to improve the customer experience upstream.
- Prevent fraud by identifying suspicious language and automatically notifying the right team.
“I want to make sure we're able to provide the most efficient, effortless engagement possible. Creovai has helped us do that.”
Connect with your tech stack for a fast ROI
See more integrations
FAQs
What Creovai functionalities are tailored to financial services institutions?
Creovai maintains a library of financial services-specific insight categories--as well as a pre-built financial services dashboard--in our conversation intelligence platform. This makes it easy to automatically track important interaction events, such as call reasons, right away. You can also buid your own custom categories in our conversation intelligence platform and custom workflows and prompts in our real-time guidance platform, giving you the flexibility you need for your specific business processes and evaluation criteria.
How can Creovai help us improve cross-sell and upsell conversions for financial products?
Creovai Conversation Intelligence can analyze your calls to determine which cross-sell and upsell offers are most successful in different scenarios. You can then use our Agent Assist software to build prompts for these offers that are automatically triggered by the appropriate scenarios. This helps your agents tailor offers to your customers and increases the likelihood of a conversion.
How can Creovai help us adhere to financial industry regulations and avoid compliance risks?
You can use our Agent Workflow software to walk agents through step-by-step processes in real time, ensuring they follow the appropriate measures. Our AI-powered Agent Assist software can further reduce compliance risks by serving agents dynamic checklists while they work and displaying a warning if it detects a potential compliance breach, allowing the agent to course correct. Finally, our Conversation Intelligence software analyzes 100% of your interactions to uncover patterns in compliance risks, allowing you to make large-scale process or coaching improvements to reduce future risk.
What measures does Creovai take to ensure data security?
Creovai is compliant with GDPR, HIPAA, SOC 2 Type 2, and PCI DSS - SAQ D. All data is encrypted with AES 256, and all data in transit is protected with TLS 1.2 or better. We also use an automated redaction system that can remove PCI (payment card) and PII (SSN/SIN) data from voice and chat interactions. For more information about our data security practices, please reach out to one of our team members.
How does Creovai reduce fraud risk?
Creovai uses machine learning to detect language patterns that are indicative of fraud attempts. You can configure the software to automatically notify the appropriate team when fraudulent activity occurs, allowing your organization to take action.
Are there case studies showing how other financial services companies are using Creovai?
Yes, we recommend starting with the case studies for BCU and TwinStar Credit Union.
