Communication style pairing in Contact Center Qorus-Infosys Finacle Banking Innovation Awards 2024

In a dynamic world, we recognize the need to improve communication with our Clients, while ensuring that each interaction with the Bank is tailored to their needs. We want to achieve this by using simple behavioral clues to quickly identify the communication style and adapt the interaction accordingly.

Using artificial intelligence and machine learning along with speech-to-text conversion, we can industrialize problem solving based on the personality of both the Client and the Advisor, while improving productivity, customer satisfaction and sales in remote channels of our Bank.