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Transformation Consulting
Executive Case Study
Case Study 2

Large UK Retail Bank Agent Assist Transformation

Reducing contact center operating costs and improving agent productivity by eliminating information friction from customer service workflows.

20%

Productivity Improvement

Workforce productivity improvement

~200

FTE Equivalent

Equivalent to approximately 200 FTE

$8.5M

Annual Savings

Projected financial impact

Banking

Industry

Contact center transformation context

Information Friction

Agents spent excessive time searching for information rather than serving customers.

Productivity Plateau

Previous optimization initiatives had reached diminishing returns.

Agent Assist Strategy

Real-time guidance, knowledge recommendations and workflow support improved productivity.

A major UK bank sought to reduce contact center operating costs without negatively impacting customer experience.

Analysis showed agents spent excessive time searching for information rather than serving customers.

An Agent Assist strategy was developed to improve agent productivity and reduce operating costs.

Projected benefit: $8.5M annual savings.

The bank faced:

Rising Service Costs Contact center costs continued increasing annually.
Limited Productivity Gains Previous optimization initiatives had reached diminishing returns.
Customer Expectations Customers expected faster and more accurate support.
Observation Business Impact
Knowledge spread across multiple systems Increased handle time
Agents manually searching content Productivity loss
Inconsistent guidance Quality variation
Complex navigation Training burden
Knowledge Optimization Structured knowledge architecture.
Agent Assist Real-time guidance and recommendations.
Workflow Support Integrated assistance into agent workflow.
Benefit Tracking Established measurable realization framework.

Cost Reduction

  • 20% workforce productivity improvement
  • Equivalent to approximately 200 FTE

Financial Impact

  • $8.5M annual savings

Customer Benefits

  • Faster response times
  • Greater consistency
  • Reduced effort
Agent Assist StrategyDesigning AI-supported agent workflows that improve productivity.
Knowledge TransformationStructuring knowledge architecture to reduce search time and improve guidance quality.
Contact Center Cost ReductionIdentifying productivity levers that reduce operating cost without damaging customer experience.
Workflow Support DesignEmbedding support directly into the agent workflow to reduce friction.
Benefit TrackingEstablishing measurable realization frameworks linked to business outcomes.
Customer Experience ProtectionBalancing cost reduction with faster, more accurate customer support.

The largest productivity gains often come from eliminating information friction rather than increasing workforce effort.

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