United KingdomFinance and insurance2025 – ongoingNational Savings and Investments
PolyAI telephone customer assistant
NS&I's voice assistant resolved approximately 22.23% of inbound calls without an agent
Problem
NS&I relied on staffed contact centres during set hours and written correspondence to answer customer inquiries.
Approach
NS&I introduced PolyAI with service-delivery support from Sopra Steria. The assistant used natural-language processing and machine learning to answer general product questions and route complex inquiries to staff. Following a phased rollout, it answered all inbound customer calls and remained available outside contact-centre hours.
Results
Takeaway
Answering every inbound call still left most calls requiring an agent. The assistant's scope excluded financial advice and detailed account-specific inquiries.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
NS&I documented its production voice assistant and escalation process. It reported approximately 22.23% call containment after rolling the system out across inbound calls.
Full details are in the original sources.