- Banking
- Business process automation
Bank customer retention process automation with real-time personalized offers during customer interaction
30 %
7 x
40 +
5 +
Challenge
A customer calls to leave – the agent has minutes and a single opportunity
Customer retention in the call center channel requires real-time offer personalization. However, customer service agents lacked a tool capable of recommending the optimal retention offer in real time – based on both operational customer data and information gathered during the conversation. The result was standardized offers, low effectiveness, and high operational costs.
Key Requirement
Project
Operational data + conversation data = personalized retention offer
The project focused on analyzing available banking data and defining how additional insights could be captured during live customer conversations. Establishing a complete data set enabled diversification and personalization of retention offers.
Finture developed a balance between data requirements and call handling time – ensuring that consultants received a ready-to-use recommendation within seconds, without extending the duration of the interaction. The solution was continuously monitored and improved based on production data. Close collaboration with product departments and a carefully designed UX enabled customer service agents to efficiently present targeted promotional offers.
Solution
30% faster handling, lower churn, measurable impact
The implementation reduced handling time for each retention case by 30% and enabled the bank to decrease its churn rate. Customer service agents now see a personalized offer in a single interface – without switching systems or manually searching for products.
Key Decision
Results
30 %
7 x
40 +
5 +
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Client
Sector
Service
Technologies
Competencies
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We build data-driven customer retention systems powered by operational data and conversation context – enabling real-time personalized offer recommendations.
The optimal tool
for process automation
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Krzysztof Chyliński
Head of Advisory
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