CzechiaFinance and insurance2023 – ongoing

MONETA Money Bank

Tom voicebot for the contact centre

MONETA's Czech voicebot handles 25% of inquiries and saved bankers over 4,000 hours in the first three months

WorkingVendor's case studyVendor ↗

Problem

Contact centre call volume rose 300% from 2016 to 2022, and customers waited longer.

Approach

With NTT Czech Republic and the vendor Feedyou, the bank built Tom, a voicebot using Azure speech-to-text and text-to-speech. Recorded calls are analysed in Power BI, and the language models are adjusted when the bot misunderstands.

Results

4,000+ hoursBanker time saved in the first three months after launchVendor's case study[1]

25%Share of total inquiries handled by TomVendor's case study[1]

10%Reduction in call centre operating costsVendor's case study[1]

Takeaway

The bank started from an IVR proof of concept and tuned the bot on recorded calls. Microsoft reported a 10% cut in contact centre staffing and costs.

Sources

MONETA Money Bank customer story
Microsoft11 Jan 2024Vendor publication

Source summaries

[1]Microsoft11 Jan 2024

Microsoft described how the fourth-largest Czech bank replaced part of its call handling with the Tom voicebot. It reported the share of inquiries handled, hours saved and cost cuts.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026