United StatesFinance and insurance2023 – ongoing

UMB Financial

Medallia AI speech analytics for contact-center improvement

Medallia reported a 20% improvement in UMB's first-call resolution after speech-led service changes

WorkingVendor case studyVendor ↗

Problem

UMB Bank's existing customer experience tools did not provide useful feedback quickly enough. The contact center received around 1.2 million calls annually.

Approach

UMB used Medallia Speech Analytics and AI to identify why customers called. Staff used the findings to change online services and agent coaching. Medallia associated these changes with better first-call resolution and cost savings.

Results

20%improvement in first-call resolution following changes informed by speech analytics, according to MedalliaVendor case study[1]

Takeaway

The reported gains followed service changes informed by call analysis. They combined AI analysis with staff action.

Sources

How UMB Used Critical Insights to Drive an Unparalleled Customer Experience
Medallia2023Vendor publication

Source summaries

[1]Medallia2023

Medallia described AI speech analysis at UMB and the service changes it informed. It reported a 20% improvement in first-call resolution and millions of dollars in savings.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026