customer_support · finance · workflow
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer contacts virtual agent
Customers contact the virtual agent for 24/7 hyper-personalized support.
Tools used
boost.aiGenesys Cloud
Outcome
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.
Results
Time savedwithin 6 months
Volumenearly 50%
Grounding & classification
Source type: platform led case
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agentic workflowchatbotconversational aichat transcriptmetric backednamed customerproduction runtime claimedtools describedworkflow describedbankingfinancial servicesinsuranceautomation ratecustomer satisfactiondeflection rateplatform led casecall center aicustomer supportautonomous resolution