boost.ai and Genesys Cloud integration automates nearly 50% of online traffic for Íslandsbanki
Businesses face increased agent workloads, rising operational costs, and compliance challenges when trying to deliver scalable, personalized customer support across channels.
For Íslandsbanki, the platform automated nearly 50% of all online traffic within 6 months, with 85–90% of customers reporting a positive experience with AI in the customer flow.
Frequently asked questions
What did this team achieve with this AI workflow?
For Íslandsbanki, the platform automated nearly 50% of all online traffic within 6 months, with 85–90% of customers reporting a positive experience with AI in the customer flow.
What tools did this team use?
boost.ai, Genesys Cloud.
What results were reported?
Online traffic automated: nearly 50%; Time to reach ~50% automation: within 6 months; customers reporting positive AI experience: 85-90%; Language onboarding time: mastered the challenging Icelandic language in only a couple of days (source-reported, not independently verified).
How is this customer support AI workflow structured?
Customer contacts virtual agent → GenAI processes customer request → Genesys Cloud orchestration → Self-service answer delivered.