Challenge Royal Bank of Scotland (RBS) serves 1.8 million personal customers and more than 110,000 business customers who visit the company’s knowledge base 2.5 million times per month. Over 30,000 customer service agents are needed to answer the 650K to 700K questions they receive per month. Before turning to Bold360 ai, fielding this huge amount of customer inquiries was an entirely manual process, and any data from these interactions was captured in an Excel file. If an agent didn’t know the answer to a question, they would have to stop their workflow to speak to a team manager, and then return to the customer with an answer. Being placed on hold frustrated customers and translated into increased customer support costs for the company. RBS needed an intelligent knowledge man

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