Kiwibank gain flexibility, adaptability and control


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This case study explores how Oration deployed a cloud-based IVR solution into Kiwibank’s contact centre providing them with the in-house capabilities to reduce their process of configuration and testing - from 12 weeks to near real time.

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With digitisation, the finance sector is evolving quickly with new products, services and alternative channels to engage with. Contact centres need to continually adapt to the changing environment through digital transformation. They need to meet customer expectations by resolving an increasingly complex range of queries whilst completing transactions more securely than ever before. Fortunately, it’s easy to future proof operations by switching to a more responsive and versatile IVR solution, and it can be done without compromising the experience that customers are accustomed to.


Established in 2002, Kiwibank is a locally owned and operated bank in New Zealand with more than one million customers. Kiwibank offers a range of personal and business banking products and services and focuses on doing business responsibly by helping to create a sustainable future for customers, communities and the environment.


Kiwibank was using a fully featured but aging natural language IVR solution that had been in place for several years. Along with their long-term integration partner, Spark, they wanted to update their legacy IVR platform to a more efficient, cost-effective, flexible, and easy-to-manage solution that preserved existing levels of customer experience and service. Due to the nature of customer calls, migration to a new IVR platform needed to be executed without impacting Kiwibank’s contact centre operations or compromising the quality of service received.


Convai and Spark worked together to deliver an updated architecture including a cloud based IVR solution coupled with Convai’s Oration. Oration was deployed into Kiwibank’s contact centre by directly taking training data from the legacy IVR system. Importing the data into Oration meant they were equipped to achieve the same or better call-routing accuracy from day one. With the capabilities of their previous IVR platform secured, Oration’s advanced technology brought several customisable benefits to Kiwibank:


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