With Director of the Digital Business Department, Globus Bank.
Implementing Banking Automation Software enabled the bank to reach new efficiency benchmarks without expanding its team:
per specialist
thanks to a complete customer history
thanks to Copilot suggestions
for incoming requests using AI
Previously, all customer requests were handled through an in-house interface. It was a basic solution that, over time, could no longer keep up with the ambitions and growth pace of a digital bank, creating several critical vulnerabilities:
Director of the Digital Business Department, Globus Bank
Globus Bank chose ConnectiveOne as a modern omnichannel banking support platform that combines advanced technology with a human-centered customer service experience. The team set out to achieve the following goals:
To modernize processes and build an efficient customer service ecosystem, a set of modules was deployed:
AI analyzes the bank’s knowledge base and suggests response options to operators. This helps the team respond faster while maintaining empathy and a personal touch.
As soon as a customer writes in the app, specialists instantly see the customer profile and the context of their request.
A built-in security mechanism — identity confirmation directly within the conversation before sharing sensitive information.
Automatic branch search based on the customer’s geolocation.
Full control over SLA compliance, peak hours, and customer ratings after each conversation.
Agent productivity: Number of conversations handled per specialist.
Response speed: First response time and total resolution time.
CSAT & feedback: Customer satisfaction analysis by individual agent.
Topic analysis: Automatic topic detection to identify customer pain points.
The bank optimized operational costs through higher productivity:
Operators handle more requests within the same time frame.
AI takes over routine tasks, freeing the team to focus on complex banking cases that require deep expertise and personal attention.
Director of the Digital Business Department, Globus Bank
The partnership between Globus Bank and ConnectiveOne continues to evolve toward technological innovation:
Even tighter interaction with internal services of the GlobusPlus app.
Gradual expansion toward automation of more complex customer scenarios.
Implementing AI-powered quality evaluation for every conversation.
“Don’t be afraid to experiment with ConnectiveOne’s capabilities. It’s a convenient tool that helps support teams process requests faster, understand customers better, and deliver accurate information quickly and efficiently.
The key is to integrate it properly into your processes and use the AI assistant where it truly adds value — without losing the human element in communication.”
Director of the Digital Business Department, Globus Bank
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