Digital financial services provider SoFi Technologies selected Galileo’s Cyberbank Konecta conversational AI engine to enhance its member support portal. SoFi had aggressive goals to increase operational efficiency, deliver seamless omnichannel experiences and enable 24/7 self-serve to boost engagement from its nearly 6.2 million members.
Without losing functionality or portal usability, SoFi integrated Cyberbank Konecta into its existing tech stack and improved performance by 7%, which meant addressing thousands more conversations without the need for member service agents. SoFi achieved immediate cost reduction by freeing up valuable agent time to solve more complex and higher-touch problems for members. This also created more digital touchpoints to engage members further into the SoFi services ecosystem for cross-sell and upsell opportunities, establishing a path for future revenue opportunities.
Read the case study to learn more about how Galileo helped SoFi optimize customer support by leveraging state-of-the-art conversational AI technology.
Galileo Financial Technologies, LLC is a subsidiary of SoFi and is a technology company, not a bank. Galileo partners with many issuing banks to provide banking services in North and South America.