Customer Story
Modernizing Customer Engagement for a Leading Saudi Financial Enterprise
Leadership Perspective
We can provide faster, knowledgeable support and enhance the customer satisfaction... in a timely manner, we can assist the call and provide the required escalation or support.
Yusof Radi
CIO & Cybersecurity Executive
Company Overview
The enterprise is a major financial services provider in Saudi Arabia. With a long-standing operations history, the company maintains a dedicated contact center to support its customers and ensure regulatory compliance within the Kingdom's financial landscape.
Challenges
Limitations of Legacy Infrastructure
Insufficient IVR
The legacy "traditional IVR" was no longer enough to meet the rising expectations of modern customers who demand more interactive and timely service.
Lack of Temporal Logic
The older system struggled to differentiate service delivery based on specific times, such as weekends versus weekdays.
Manual Support Gaps
The firm needed a more robust way to ensure every customer interaction was captured, tracked, and escalated efficiently.
Compliance Burdens
As a financial entity, call recording is a mandatory compliance requirement that needed to be seamlessly integrated into the support workflow.
Solutions
AI-Powered Cloud Transformation
Advanced Automation & Ticketing
Implementation of an IVR system that respects operating times (weekends vs. weekdays) with automated ticketing for faster escalation.
True Omnichannel Reach
Beyond voice, integrated WhatsApp and Email, allowing customers to follow up on their info or support tickets through preferred digital channels.
AI & LLM Integration
Intelligent data synergy with call recording and ticketing system, using Large Language Models to enhance interactions, especially for WhatsApp.
Back-end Connectivity
Direct interaction between the customer and the company's back-end systems through the call center for real-time information exchange.
The Impact: Knowledgeable and Timely Service
The transition to a cloud-native, AI-driven platform has resulted in:
Enhanced Productivity
The latest features have significantly improved the call center's internal productivity and the quality of customer interactions.
Faster Resolution
By integrating AI with back-end data, the firm can now provide "faster and knowledgeable" support.
Improved Satisfaction
The ability to assist calls in a timely manner and provide required escalations has led to higher customer satisfaction.
Seamless Compliance
Mandatory call recording is now automated and integrated with AI for better quality analysis.
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