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customer stories

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Simplifying the customer experience with AI.

Customer Story Metro Finance

USE CASE

Services & Support

INDUSTRY

Financial Services & Insurance

KEY METRIC

↓40% operating costs
↓100% completed tasks

Epic Hec Copilot Fallback

Hi, my name is Raj. I am the head of servicing at Metro Finance. Metro Finance is a leading commercial finance lender in Australia. The token solution we're currently using is omnichannel, so that is one of the really good way to approach different messaging channels like email, SMSes, and calls all comes into one. We also use agent assist that's Copilot. It transcribes the call and then it summarizes it as well. So that's a great feature. What we're doing right now, we're building a large language model around this. So we plug in all the conversations from Talkdesk, which transcribes by call. Basically what this does over time is this model just gets smarter and smarter around each customer's journey with Metro and what we want to achieve from that is like if a customer calls Metro Finance, it will start producing digestible information to the agent. The benefit of that is the customer interaction becomes really productive, simple, and effortless. My experience with Talkdesk has been phenomenal. Right? Like, I can't fault it. I think Talkdesk's approach is that, like, we wanna grow, but we wanna grow with our our customers and fulfill their needs. That interaction, that human approach, that roadmap sharing was the person sign for me at that point, it took me over.

Real people. Reliable finance solutions.

As a leading finance service provider, Metro supports Australian businesses via their trusted broker network with Commercial Finance, Personal Finance and Novated Leases.

"Implementing Talkdesk has completely changed our customer experience. We are using Talkdesk Autopilot to deflect our callers to AI, wherever possible. We’re also able to change our IVRs at a moment’s notice, keeping our service levels in line with our business standards. And, with Talkdesk, we’re confident that we can continue improving customer service and customer sentiment as we grow and evolve our business."

Raj Kripal Head of Servicing, Metro Finance

Metro, renowned for its reliable and competitive commercial finance lending solutions for small to mid-sized companies, has transformed its customer experience with Talkdesk. By adopting Talkdesk’s innovative solutions, they achieved a 40% reduction in operating costs. Key improvements include leveraging Talkdesk Autopilot™, powered by CXA, to handle calls through AI wherever possible, enabling rapid IVR adjustments while maintaining high service standards. This AI integration has fully eliminated the time previously required to complete tasks with their former vendor.