Case Study Shows How Top UK Bank Implemented Natural Language and Improved the Customer Experienc

Automated customer experience testing enables an innovative pace and a 60% reduction in manual testing
SAN FRANCISCO - July 23, 2015 - PRLog -- (San Francisco, CA – July 23, 2015) Cyara recently published a new case study ( on a top United Kingdom bank. A crowded DTMF IVR menu with no room to move, a high transferred call rate, increasing pressure to do more with less, and a mandate to provide an outstanding customer experience led the bank to develop a natural language application to better serve their customers and use Cyara to validate and test the actual customer experience.

Highlights of the Project:

60% reduction in testing time, from 12-14 weeks down to 5 weeks

·      - Cut the number of testers needed from 15 to 4

·      - 73% reduction in time taken by testing staff

·      - Cut average handle time by 18 seconds

·      - Reduced call transfer rate by 8 to 10%

·      - Raised customer satisfaction scores by 15 points

A senior manager at the bank said, "We had been looking on and off for quite a few years to find a tool that would take the pressure off our testing resources." In fact, the team had been planning and preparing with Cyara for more than two years. The bank chose the Cyara Platform because there was no need for additional specialist skills and it supported the bank’s full solution lifecycle – from functional, regression, and load testing to monitoring.”

Alok Kulkarni, CEO of Cyara, said, “Cyara’s automated testing, discovery and monitoring makes it possible for our customers to undertake with confidence major projects to transform their businesses because they know our capabilities will accelerate their innovation and minimize the risk of customer-facing defects that impact customers. In fact,” Kulkarni added, “our research shows that Cyara customers innovate 40 to 70% faster than their peers, shaving significant costs from their development projects.”

About Cyara
Cyara is the market-leading provider of an omnichannel customer experience testing and monitoring platform. Cyara, a Gartner Cool Vendor in 2015, enables its customers to rapidly innovate while dramatically reducing the cost of development and testing and the risk of exposing their customers to poor customer experiences. Every day, millions of flawless customer interactions are delivered by some of the most recognizable brands in the world utilizing the Cyara Platform.

Becky Roberts
Source: » Follow
Tags:Customer Experience, Ivr, Automated Testing, Natural Language
Industry:Banking, Software
Location:San Francisco - California - United States
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