Knowledge base success: Barclays ABSA story (4 mins 40 seconds)


Barclays Absa had a simple strategy for success: To become the #1 bank in customer satisfaction surveys in 18 months, even as it completed its expansion across 11 countries within a year.

But how was the financier going to operationalize the customer service transformation when 80% of its staff were new and inexperienced? How could it make any agent any call a reality? That, too, in 18 months?

In this video, the mastermind behind the transformation — Daryn Britz, Head of Customer Service Center at Absa — shows us how eGain’s Artificial Intelligence-powered Knowledge, with its multimodal, centralized knowledge base, “obviously (became) the enabler” for Barclays Absa.


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