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Beyond the Call: Scaling GenAI for Global Banking

How Globant leveraged AWS and GenAI to transform customer care for a world-leading financial institution.

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Connected Travel Platform: An AI-Powered Transformation

In the high-stakes world of global finance, providing an exceptional customer experience isn’t just a goal—it’s a competitive necessity. Globant partnered with one of the world’s most iconic financial institutions to revolutionize its travel services, a critical division handling millions of high-value interactions. By architecting the Connected Travel Platform on AWS, Globant replaced friction with fluidity, empowering 3,000+ agents across the U.S. and the Philippines to deliver personalized, cloud-native booking experiences at an unprecedented scale.

The Challenge: Mastering High-Volume Global Support

For a "too-big-to-fail" institution, legacy systems were no longer an option. Managing a staggering volume of complex queries—from intricate itinerary changes to sensitive financial data—meant agents were drowning in manual note-taking. The risk was clear: skyrocketing wait times, agent burnout, and a fragmented customer journey. Without an AI-first evolution, the institution faced a sharp decline in customer satisfaction and a massive spike in operational overhead.
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The Solution: Globant’s GenAI-First Servicing Ecosystem

Globant designed the Connected Travel Platform, an intelligent servicing ecosystem that puts Generative AI at the heart of every interaction. Leveraging Amazon Bedrock and Amazon Connect, we built a platform that "listens" in real-time—automatically transcribing calls, identifying customer sentiment, and generating structured summaries instantly. This wasn’t just a migration; it was a total infrastructure modernization that embedded automated CRM workflows and rigorous data guardrails into the institution’s global DNA.
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The Impact

Setting the New Standard for Banking Excellence

60% Reduction in After-Call Work

Globant eliminated the burden of manual documentation, giving agents time back to focus on the customer.

20% Smart IVR Containment

Our intelligent routing and independent resolution engines drastically improved support speed.

1M+ AI Summaries Generated

High-accuracy, automated audit trails were created for over a million interactions at a global scale.

Annual AWS Savings

Strategic cloud optimization maintained peak performance while reducing the total cost of ownership.

60% Reduction in After-Call Work

Globant eliminated the burden of manual documentation, giving agents time back to focus on the customer.

20% Smart IVR Containment

Our intelligent routing and independent resolution engines drastically improved support speed.

1M+ AI Summaries Generated

High-accuracy, automated audit trails were created for over a million interactions at a global scale.

Annual AWS Savings

Strategic cloud optimization maintained peak performance while reducing the total cost of ownership.

60% Reduction in After-Call Work

Globant eliminated the burden of manual documentation, giving agents time back to focus on the customer.

20% Smart IVR Containment

Our intelligent routing and independent resolution engines drastically improved support speed.

1M+ AI Summaries Generated

High-accuracy, automated audit trails were created for over a million interactions at a global scale.

Annual AWS Savings

Strategic cloud optimization maintained peak performance while reducing the total cost of ownership.
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Decades of deep global technology expertise in transforming industries, pioneering new digital experiences and reinventing enterprise platform performance.

Digital Innovations in Banking. Entertainment. Commerce. Healthcare. Travel. You name it, Globant’s consulting and technology teams are probably behind it — deploying deep expertise to propel the businesses that shape the world.

About Globant

Decades of deep global technology expertise in transforming industries

31,100+​

Globers across 36 countries, in 6 continents.

AI Leader

Recognized by IDC MarketScape report.

80+

Industry leading NPS score.

Top 5

Strongest IT Services Brands by Brand Finance.

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