CHALLENGE

Reducing support costs and enhancing user experience

The client, a world-leading financial institution, aimed to achieve €1M in customer support cost savings while managing more than 70 use cases across multiple channels, 4 internal departments, and over 3 external providers. The challenge was to design a chatbot capable of ensuring smooth customer recognition and delivering a personalized experience for each user, while handling both structured requests (e.g., PIN recovery, credential recovery, card lock/unlock) and unstructured, free-text queries.

OUR SOLUTION

A fully integrated hybrid chatbot

To address these challenges, BIP xTech developed a hybrid chatbot that combines traditional AI flows and Generative AI capabilities. Traditional AI ensured complete control over the conversational flows, guaranteeing accuracy and compliance, while Generative AI allowed the chatbot to understand complex queries, consult the full knowledge base, and generate answers with a pre-tuned tone of voice and adaptable length.
A personalized approach allows the chatbot to adapt its tone and responses to each customer profile after recognition. A Power BI dashboard was implemented to monitor usage and performance and support continuous optimization.

RESULTS

Scalable and transparent platform

More than 70 use cases were delivered, the entire chatbot experience was redesigned, and integration was achieved across four digital channels. The hybrid approach ensured a seamless user journey, combining efficiency with personalization, and set a new standard for customer interaction.

Conclusion

The creation of a hybrid chatbot powered by traditional and Generative AI enabled the client to optimize costs, improve customer satisfaction, and provide a highly personalized digital experience. The project demonstrates how combining control and innovation can transform customer support.