# How novobanco uses Talkdesk

**3%**: “AI agents handle 3% of calls”

As published on [talkdesk.com](https://www.talkdesk.com/customers/novobanco/). Captured by usedby on 2026-10-04.

- Company: [novobanco](https://www.usedby.ai/companies/novobanco.md)
- Tool: [Talkdesk](https://www.usedby.ai/tools/talkdesk.md)
- Industry: [Banking & Mortgages](https://www.usedby.ai/companies/industry/banking-mortgages.md)
- Teams: contact center, branches, retail transformation office

## What the story says

Novobanco uses Talkdesk CX Cloud to route calls to a virtual agent, contact center agents or branches depending on the purpose of the call and availability. It also uses AI to redistribute calls between overcrowded urban branches and rural branches with more availability.

Summary written by usedby from the source page, in English. The figures are those of Talkdesk and novobanco, not ours.

> Automated and optimized with CXA, this smart redistribution of calls using Talkdesk Autopilot™ is improving customer experience, making it faster and more convenient.

- **15%**: “Handled calls increased by 15%”

> Talkdesk makes it easier for customers because we are providing a better service than before. Overall, we are very satisfied globally with the implementation.
>
> Conceição Matos, retail transformation office leader

## What usedby checked

We compared the story with its live page on 2026-10-04.

- Checked: the figure 3% is printed word for word on the page, near the name of novobanco.
- Checked: the passage quoted above is copied word for word from the page, near the name of novobanco.
- Checked: novobanco uses Talkdesk. Confirmed line. Latest check across sources: 2026-10-04.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/novobanco-talkdesk · How we check: https://www.usedby.ai/methodology