How Intelligent Automation Elevated Service at a Leading North American Bank
$6.1M
in annual recurring savings
26,000+
breaks moved automatically per week
Transformed static processes into dynamic, real-time workflows
Summary
A major North American bank set out to modernize and optimize its customer service operations to better support its 20+ million clients. By implementing Intradiem’s customer service automation, the bank was able to transform its static processes into dynamic, real-time interventions—streamlining operations, empowering frontline advisors, and driving substantial ROI.
The initial deployment supported over 5,000 advisors across multiple departments. The automation solution is currently being scaled across additional support functions, with plans to onboard more than 20,000 users.
Challenge
The bank faced mounting operational challenges:
- Manual processes for scheduling, training, and adherence management slowed efficiency and drained resources
- Workforce teams lacked real-time visibility into advisor activity, making it hard to optimize workloads and prevent burnout
- Advisors experienced frequent interruptions and high idle time, leading to disengagement and performance inconsistencies
The bank needed a solution that could proactively manage workload distribution, enhance advisor support, and unlock the full potential of its structured workforce—without requiring a massive overhaul of existing systems.
Snapshot
Industry: Financial Services
CHALLENGES
- Lack of automation impacted operational efficiency
- Unengaged agents impacted customer experience
- Manual processes burdened managers workflow
INTEGRATIONS
ACD
WFM
Approach
Intradiem’s customer service automation solution was seamlessly integrated into the bank’s existing infrastructure (including WFM and ACD platforms), acting as a real-time virtual assistant for both advisors and team leaders.
Key capabilities deployed:
- Real-time schedule adherence: Automatically adjusts schedules and prompts advisors for breaks, coaching, and wellness sessions—based on live conditions.
- Supervisor enablement: Reduces administrative burden by identifying outliers and automating low-value tasks, freeing up time for strategic coaching.
This shift allowed the bank to move from what they could do to what they should do—prioritizing actions based on current demand, data, and advisor availability.
Results with Customer Service Automation
Intradiem’s customer service automation quickly demonstrated its value, both operationally and financially:
Speed to Value:
- Full project deployment completed in 4.5 months
- Schedule adherence scaled from 600 to 4,000+ users in 6 weeks
Impact at Scale:
- 26,624 breaks moved automatically per week
- 5,398 advisors currently live on the platform
- $6.1M in annual recurring savings, including:
- $2.4M from optimized call handling
- $1.2M from improved schedule adherence
“This tool is very cool. It asked me if I wanted an early 15-minute break—I accepted, clicked yes, and it worked. My schedule was updated instantly!”
Why it Matters
With Intradiem, the bank has created a more resilient, efficient, and empowered customer service operation.
For Advisors:
- More control and flexibility through real-time “in the moment” schedule updates
- Easier compliance with reminders that respect their time and support work-life balance
- Reduced burnout and improved engagement
For Team Managers:
- Freedom to macro- vs. micromanage, with automation handling routine administrative tasks
- Ability to focus coaching efforts where it matters most
- Access to real-time data to take immediate, informed action
“Intradiem has set a new standard for what we expect from our technology partners.”
– Contact Center Manager
Conclusion
Intradiem’s customer service automation solution has redefined how this leading bank manages and supports its structured customer service workforce. By unlocking hidden capacity and automating in-the-moment decisions, the bank has achieved measurable improvements in advisor productivity, customer experience, and operational efficiency.
With expansion underway—including support operations and attendance management automation launching in 2025—the bank continues to lead the way in technology-driven workforce transformation.
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