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 EngageTM 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 center systems. As a result, DNB generates extremely accurate forecasts of demand.
“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