Contact Hub – novobanco Contact HUB "Super Power Omnichannel relationship" Qorus-Infosys Finacle Banking Innovation Awards 2025- Nominated

Concept and Objectives: The novobanco Contact HUB is a strategic transformation initiative designed to deliver a seamless, omnichannel customer experience. It automates low-value interactions, enables 24/7 service via virtual assistants, and intelligently redirects calls to the most appropriate resource—whether a branch, contact center, or relationship manager. It also supports video conferencing and WhatsApp messaging, ensuring continuity across all channels.

Reasons Behind: The project addresses critical challenges: • 74% of inbound calls were going unanswered • 35% of branches were either over- or under-utilized • 67% of calls were directed to branches due to customer trust in their managers • 25% of interactions were simple and automatable • 14% of emails were spam These inefficiencies led to customer dissatisfaction and operational strain.

State of Competition: While many banks still operate with fragmented service channels, novobanco stands out by integrating AI, voice biometrics, and video conferencing into a unified, scalable platform. This approach enables a consistent and personalized experience across all touchpoints.

Sources of Inspiration: • Customer feedback on service delays and channel preferences • Industry benchmarks in digital transformation and CX • Internal analysis of contact center and branch performance

Departments Involved: Marketing, Commercial, Direct Sales, Transformation, IT, with support from Talkdesk and external consultants.

Main Results So Far: • Call answer rate increased from 26% to 42% in branches • 26% of branch low-value calls are now transferred to the call center, reducing pressure on the commercial network. • 9% of low-value interactions resolved autonomously • NPS on calls responded improved by + 1.3 • Balanced workload across branches • 80.3% resolution rate by the virtual assistant (mIA) with 79.8% satisfaction