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Suncorp Improves Customer Engagement with Conversational User Interfaces

Verint® Systems

Presented By: Verint® Systems


  • The Problem:
    Across its portfolio of brands, Suncorp aimed to improve the way customers engaged and interacted with the company. With consumers already preconditioned by existing digital experiences, the financial services leader wanted to add conversational user interfaces at the forefront of its websites to address customer enquiries and elevate experiences.

  • Solution:
    In selecting Verint Intelligent Virtual Assistant, Suncorp gained a robust, open, and modular conversational AI platform that could support multiple IVAs for its brands leveraging a single conversational AI platform, with the added bonus of seamless integration with its existing Verint Workforce Engagement solutions.

  • Result:

    Verint Intelligent Virtual Assistant has helped Suncorp increase self-service adoption rates, reduce call volumes, and provide customers with access to information 24x7x365. The solution has also reduced wait times and contact centre call queues for customers who genuinely require a specialist’s expertise.

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