UkraineFinance and insurance2025 – ongoingOTP Bank Ukraine
Ender Turing call transcription and quality analysis
OTP Bank Ukraine reported AI analysis covering 100% of customer conversations
Problem
The bank wanted broader oversight of customer conversations and faster feedback to agents. Manual quality reviews limited the conversations staff could assess.
Approach
OTP Bank Ukraine used Ender Turing language analytics with an LLM module to transcribe and analyze customer calls. The system supported quality checks and automatic agent feedback, with manual adjustments available. It also helped identify service anomalies.
Results
Takeaway
The bank reported complete conversation coverage. It did not quantify a resulting reduction in incorrect advice or an increase in customer satisfaction.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
The bank described operational use of Ender Turing transcription and LLM analysis in its call centre. Its call-centre head reported coverage of 100% of customer conversations and described agent feedback and quality-control functions.
Full details are in the original sources.
