CroatiaFinance and insurance2023 – ongoingZagrebačka banka
Mia Croatian-language voice assistant
Zagrebačka banka's Mia automated 27% of calls, PolyAI reported
Problem
A complex telephone menu and long waits left callers abandoning the bank's contact center.
Approach
PolyAI deployed Mia in 3 months. The Croatian-speaking assistant answered routine banking questions and routed other callers to the appropriate department.
Results
27%of all calls automated, according to PolyAI
83%faster routing than the previous telephone menu, according to PolyAI
14 pointsNPS increase within the first 6 months, according to PolyAI
Takeaway
Mia combined routine answers with routing for requests that still needed staff.
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
- Vendor case study
Sources
Source summaries
[1]PolyAI22 May 2026
PolyAI described Mia's Croatian-language answers and call routing. It reported 27% call automation, 83% faster routing and a 14-point NPS increase within 6 months.
[2]PolyAI2024
PolyAI announced Mia's results at Zagrebačka banka. It reported 27% call automation and linked to the customer story.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
