AustraliaFinance and insurance2024 – ongoing

Bank of Queensland (BOQ Group)

Genesys Agent Assist pilot in the contact centre

BOQ's agent-assist pilot cut average handle time by up to 30 seconds for 20 bankers

In progressCompany's own claim

Problem

BOQ wanted shorter handling times and less after-call work in its customer contact teams.

Approach

BOQ ran a beta with about 20 bankers on Genesys Agent Assist, testing auto summaries and real-time knowledge articles. It also split online documents into smaller pieces and added digital bots to one website chat. BOQ planned to scale the tool to about 300 bankers with Telstra.

Results

up to 30 secondsimprovement in average handle time among the 20 pilot bankers, per BOQCompany's own claim[1]

around 300bankers planned for the scale-out (target)Company's own claim[1]

Takeaway

The largest gains in the pilot came from auto summaries and knowledge articles shown during the call.

Sources

BoQ Group agent assist pilot ready to scale out to 300 staff
iTnews16 Sep 2024News article

Source summaries

[1]iTnews16 Sep 2024

iTnews reported on a BOQ beta of Genesys Agent Assist with about 20 bankers. BOQ's contact centre lead said handle times improved by up to 30 seconds, mostly through auto summaries and real-time knowledge articles. The bank planned to extend the tool to about 300 bankers.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026