Axel Ericsson
Business Development Manager | Kerv
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Get in touchPublished 16/04/26 under:
With 56% of adults now using AI to manage their money[1], our latest webinar attracted CX and compliance leaders keen to discover how Skipton Building Society was responding to these evolving operating conditions alongside regulatory requirements.
Why AI? And Why Now?
At the same time, customer preferences are shifting towards a hybrid service model. According to Lloyds[2] 37% of consumers favour AI-assisted discovery and research, rather than using search engines or price comparison websites.
Yet, trust remains a big issue. Over 80% of AI users are concerned about data leaks and privacy issues, or biased information[3]. When it comes to high-stakes decisions such as investments or mortgages, 93% still rely on human support for trust and advice[4].
Redesigning Compliance Using AI
We’re now starting to see AI reshape compliance management. When correctly deployed, the right solution can deliver smarter, faster and more reliable customer outcomes.
Figure 1: AI-enabled compliance use case examples.
However, navigating legacy challenges can be tough. Kerv clients tend to have different starting points and levels of maturity when it comes to AI readiness. Many are challenged by outdated systems, poor data quality and insufficient compute power, making AI and analytics difficult to deploy at scale.
Of course, adoption isn’t just a technical challenge; it’s also about people and change management. 87% of finance leaders report talent shortages limiting AI progress[5], while 43% of workers still fear AI-driven job loss[6]. So, how do you maximise AI value in the contact centre without compromising security, ethics or customer trust?
How Skipton Building Society Built Solid Foundations for CX and EX Innovation
One financial services company is on a clear path to mastering these challenges. Product Owner Joe Shaw described their journey with Kerv and Genesys, including crucial lessons learned along the way.
Three years ago, Skipton Building Society launched a large-scale transformation programme to address declining customer effort scores. It was designed around three core principles: digital-first, enabling human interaction when needed, and absolute customer focus.
Agents used to waste time navigating across nine separate systems. Now, by integrating Genesys Cloud with Microsoft Dynamics CRM, they benefit from a unified workspace and single customer view.
In addition, weekly Genesys feature releases are easier to validate and adopt. This lowers the risk of failure compared to large upgrades, reducing the need for contingency budgets and allowing the IT team to focus on bringing new ideas to the business.
AI-Powered Experience with Skipton Building Society
By laying these foundations, Skipton Building Society has been able to successfully drive culture change and accelerate AI innovation:
- Knowledge management Hunting for information scattered across multiple sources used to be one of the biggest employee frustrations. Also, ensuring content remained up to date was a huge governance headache.Not anymore. Genesys Copilot ensures a single source of truth, providing agents and customers with easy access to the information they need, exactly when they need it. Figure 2 below outlines Skipton Building Society’s methodical approach and the valuable lessons learned.
Figure 2. Deploying AI-based knowledge management with Genesys Copilot
Around 300,000 knowledge articles were viewed within the first eight months of launching Genesys Copilot, which currently supports over 1,000 employees.
88% of employees agree or strongly agree that Genesys Copilot allows them to find answers faster, with training on how to ask the tool the right questions a major contributor to improved experience.
Other benefits being realised by Skipton Building Society include:
- System-driven governance to boost content accuracy.
- Improved reporting and understanding of key customer questions and training needs.
- Customers spend less time on hold.
- Fewer complaints regarding incorrect information.
2: Failure demand
Previous studies have shown that failure demand – avoidable contacts that occur because something goes wrong or isn’t done right the first time – can account for as much as 70% of contact centre interactions.
Prior to moving to Genesys Cloud, Skipton Building Society had no way of identifying and removing the root causes of failure demand.
Once again, that’s no longer the case. With support from Kerv, Skipton Building Society successfully tested and implemented Genesys Speech and Text Analytics (see Figure 3).
Figure 3. Implementing Genesys Speech and Text Analytics
Unlike before, managers and supervisors don’t have to rely on guesswork. They can now pinpoint why customers are calling and take corrective action in real time to reduce repeat contacts. For example, by adjusting IVR menus and routing rules across 21 different call queues, so customers connect to the right agent first time.
New AI-enabled capabilities have contributed to a 60% reduction in call transfers, further lowering cost-to-serve and agent effort.
Final Conclusions and Recommendations
Interested to learn more? Watch the full webinar – Responsible AI Adoption: Enhancing Customer Experience Across Financial Organisations.
As the longest standing Genesys Cloud partner in EMEA, Kerv has successfully deployed Genesys Cloud to over 25,000 agents in 100+ customers. Drawing on our unrivalled technical support, 24/7 managed services and customer success practice, we obsessively ensure Kerv customers always get the greatest benefit from their Genesys investment.
[1] Lloyds Banking Group, November 2025.
[2] Lloyds Banking Group, November 2025.
[3] Lloyds Banking Group, November 2025.
[4] Lloyds Banking Group, November 2025.
[5] BizTech, July 2025.
[6] Forrester report, March 2026.
