Garanti BBVA Securities Increased Service Quality with Conversational AI

The Challenge

The pandemic had a significant impact on the capital markets, creating uncertainty that made investors worry about the safety and stability of their investments. This led to many customers seeking guidance and advice from brokers and support staff on how to navigate the volatile market.

Furthermore, having more free time due to lockdowns created an interest in investing and trading, causing brokerage companies to attract many new customers looking to open accounts and invest in the stock market. However, increased customer inquiries and requests during the pandemic strained customer service resources. Garanti BBVA Securities' live agents were overwhelmed by the rising number of calls, leading to efficiency issues and negatively impacting the customer experience due to long wait times.

The Solution

Garanti BBVA Securities partnered with Sestek to implement Conversational IVR technology, enabling customers to navigate over 200 menus with 92% accuracy using simple verbal requests. This fast and seamless self-service experience allowed customers to finalize transactions without live agents, freeing up customer service resources to handle more calls. This increased capacity, in turn, led to significant growth in portfolio sizes and improvement in the quality of service.