With Director of the Digital Business Department, Globus Bank.
per specialist
thanks to a complete customer history
thanks to Copilot suggestions
for incoming requests using AI
Requests came in through an in-house interface. It was a basic solution that, over time, no longer matched the ambitions of a digital-first bank.
Director of the Digital Business Department, Globus Bank
Globus Bank selected ConnectiveOne as a platform that strikes the right balance between advanced technology and truly human customer service.
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
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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