quality_assurance · finance · workflow
FNB Evaluates 14 Times More Interactions Using Verint Quality Bot
FNB's quality management was entirely manual — supervisors spent hours listening to and grading calls, and with only approximately 45,000 evaluations per month, most interactions went unmonitored, leaving the bank exposed to compliance risk.
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 · Advisor call interactions
Interactions across Sales, Outbound Service, Relationship Banking, and Collections teams enter the automated quality evaluation pipeline.
Tools used
Verint Quality BotVerint Speech AnalyticsVerint Quality Management
Outcome
Verint Quality Bot enabled FNB to evaluate 14 times more sales interactions, grow the share of advisors scoring 90%+ by 15%, and make coaching results available four times faster than manual evaluations.
Results
Time saved4x faster
Volume14x more
Grounding & classification
Source type: vendor customer story
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