How Kiwibank Improved Customer Care with AI Insights

Before implementing Aurexion™, we had limited visibility into customer interactions and it was extremely difficult to proactively identify vulnerable customers. With Aurexion’s AI-powered keyword intelligence, we are now able to detect patterns in conversations that indicate potential risk, financial stress, or emotional distress. This has significantly improved our ability to respond with empathy and precision.

Our teams can now prioritize sensitive cases faster, reduce escalation times, and ensure compliance with regulatory standards. The platform has completely transformed how we approach customer care and operational efficiency.

In addition, we have seen measurable improvements in customer satisfaction and agent productivity. Aurexion™ has become a core part of our CX strategy and continues to deliver strong ROI.