Customer service & contact center · Digital bankWiki and AI for faster, more accurate service
Willbank centralized its processes in the Beedoo Wiki and put Abigawill, its AI assistant, to answer the operation's questions. The results show in the service metrics.
Average handling time before the Wiki and Abigawill were consolidated.
About 3 minutes faster average handling time.
Knowledge in the hands of agents
Process Wiki
Centralized procedures, viewed more than 300K times a month by the operation.
Abigawill, Willbank's AI
An assistant that answers agents' searches based on Wiki content.
Operation announcements
Announcements tracked month by month, with an 80% readership target.
“Using the Wiki and the Abigawill ChatBot for efficient customer service.”
What changed in the metrics
The numbers, month by month
Service metrics
Between May and July, AHT dropped from 25:09 to 22:21, resolution time from 25:35 to 22:35 and response time from 26 to 21 seconds.
Abigawill overall results
Across 8,362 searches, Abigawill was right in 77.1% of cases, combining direct answers (50.5%) and disambiguation (35.6%). Only 22.9% were not understood.
Chats and tickets
With more chats (57,833 in July), tickets fell from 853 to 352 — from 1.66% to 0.61% of contacts.
Operation announcement readership
Readership went from 56.8% in January to above the 80% target in July (95%) and August (92%).
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