South AfricaFinance and insurance2024 – ongoingStandard Bank of South Africa
Karabo employee technology service bot
Standard Bank's Karabo bot resolved 99% of employee queries directed to it
Problem
Employees needed answers to internal technology questions. The bank wanted to reduce its technology service desk's workload.
Approach
Standard Bank combined two custom-coded bots into Karabo using Microsoft Copilot Studio, formerly Power Virtual Agents. The team tracked unanswered questions. It planned to add generative capabilities to handle a wider range of questions.
Results
Takeaway
The resolution rate covered queries directed to Karabo. It did not measure all requests reaching the technology service desk.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceIT and R&D
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft reported that Karabo resolved 99% of employee queries directed to it. Generative enhancements were planned additions to the existing bot.
Full details are in the original sources.