DNB

Integrating AI into the CX Journey

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DNB is the largest financial services group in Norway, striving to be the best in the world when it comes to the customer service they deliver. With the Genesys^TM solution, they have been able to leverage the power of artificial intelligence (AI).

View the video to hear how integrating AI into the customer journey enabled DNB to offer a robust omnichannel experience to their customers while also reducing call volume by 30%.

Read the case study to learn how DNB uses Genesys Workforce Management (WFM) tools to help forecast demand and schedule agents’ time. These WFM tools are fully integrated with the routing and other contact centre systems. As a result, DNB generates extremely accurate forecasts of demand.

Benefits

30% reduction in call volume with the use of AI
Seamless customer service across all channels
Accurate forecasting and scheduling reduces costs
Agent expertise increases first contact resolution
Industry-leading customer satisfaction scores

Challenges

Deliver seamless customer service across all channels
Accurately forecast demand across 200 different skills and competencies
Schedule agents to meet demand with maximum efficiency
Ensure ‘fair’ scheduling across hundreds of agents

Product

Genesys

Solutions

Read the customer story

“By using AI, we can automate the manual tasks and use people elsewhere to create value for the company.”

Anders Braten, Technical Operations & Customer Solutions, DNB

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.