How Genie Bot’s Speed to Insights Helps Novuna Increase Revenue While Improving Customer Experience

Leading UK financial services company, Novuna, was were looking for a way to use AI across the contact center to increase their speed of answers while offering an enhanced customer experience by ensuring customers were getting the right answer at the right time.

Hear from Timothy Bell, Customer Experience Manager (CX) at Novuna Personal Finance, as he recounts how Verint Genie Bot was able to identify a broken process in loan approvals that was resulting in an increased number of calls to the contact center and negatively impacted customer experience. By fixing this process, Novuna anticipates generating millions of dollars in increased annual revenue.