Experiencing a large increase in support requests, CaixaBank needed to build a system that could effectively scale and route inquiries. With over ten teams managing various parts of its contact center services and over 50 different customer support phone numbers, the bank sought to unify its systems on a single platform in order to enhance both the customer and agent experience. Read the case study to discover how incorporating IBM Watson into its operations helped CaixaBank consolidate 50+ phone numbers into 1 and significantly improve UX. Contact an IBM Watson consultant at Mainline Information Systems, Inc. if you would like to discuss achieving similar results for your organization.

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