How do you put AI to work for you, not against you, in financial contact center operations?

See the real results achieved in Desert Financial’s adoption of Panviva contact center software:

• 75% substantial accuracy improvement
• 54% fully acceptable responses
• 63% positive user sentiment

Download the case study

The Challenge: Overcoming Information Overload at the Branch Level

Overwhelmed by wide-ranging customer queries, Desert Financial had tried AI tools to assist in knowledge retrieval for their in-office contact center agents, but these were largely unsuccessful. Alternative AI tools promised next-generation functionality, but required complex integrations, significant IT resources, and often introduced new workflow challenges that conflicted with established frontline processes. Ultimately, these options proved too rigid for Desert Financial’s fast-paced branch environment and could not deliver the balance of speed, security, and ease-of-use demanded by frontline associates.

The Solution: Real-Time Guidance with Panviva

Panviva Sidekick made conversational AI search accessible and easy-to-use for agents. Supporting agents from onboarding to their ongoing, day-to-day operations, agents used Sidekick to improve call resolution times, information accuracy, training processes, and agent confidence. Importantly, Sidekick was positioned as an optional, empowering enhancement, rather than a forced system overhaul, reducing transitional pain points across teams. The result was faster search, accurate answers, and improved focus on the customer as agents accessed pertient knowledge right in their workflow.