About the Company
NovaTrust Bank is a regional financial institution based in Sydney, Australia. Established in 1999, NovaTrust serves over 250,000 retail and SME customers. With rapid digital-channel growth and increasing demand for 24/7 support, the bank sought a scalable AI-chatbot solution to improve customer engagement, reduce live-agent loads, and streamline routine inquiries.
Client Overview
NovaTrust Bank partnered with Destro Technologies to implement an AI-powered chatbot across their web portal and mobile app. The chatbot’s role: handle common banking queries (balance check, transaction history, card activation), escalate complex cases to human agents, and capture leads for refinancing/upselling — all while maintaining a secure, brand-aligned voice.
Project Summary
Destro Technologies developed and deployed a custom AI-chatbot system integrated with NovaTrust’s core banking system, CRM, and customer support platform. It included natural-language understanding (NLU), multi-channel deployment (web + mobile), escalation workflows, and analytics to measure engagement and conversion.
Challenges
- High volume of routine customer queries with long wait times.
- Live-agent costs are rising due to around-the-clock support demand.
- Lack of self-service options and inconsistent escalation flows.
- Data-security and compliance requirements from the banking sector.
- Need for a consistent brand voice and smooth hand-off between bot and human agents.
Solution
- Built an AI-chatbot assistant trained on NovaTrust’s banking FAQ, transaction flows, and lead-scripts.
- Deployed across web portals and mobile apps, ensuring a seamless cross-channel experience.
- Integrated with the bank’s CRM and core systems for real-time customer data access and escalation routing.
- Created escalation workflows so the bot handles 70% of queries, and complex cases smoothly transfer to human agents.
- Generated analytics dashboards tracking bot performance: deflection rate, lead generation, customer satisfaction.
Results
- 65% of incoming routine inquiries were handled autonomously by the chatbot within 4 months.
- Average customer wait time dropped from 6 minutes to 30 seconds.
- Live-agent load reduced by 40%, yielding significant cost savings.
- Lead conversion rate via bot interactions increased by 22%.
Our Client Review
“Working with Destro Technologies to deploy our AI chatbot was transformative for our support operations. We now offer faster replies, smarter self-service, and stronger lead-capture — all while maintaining full regulatory compliance.”
Emma Thompson
Head of Digital Banking – NovaTrust Bank