How CKB Bank Cut Complaint Reply Times From an Hour to Ten Minutes
CKB Bank's customer care team used to spend up to an hour writing the toughest complaint replies. With Lexi Supporter drafting the first pass, most replies now take minutes, not hours, and clients are noticing.
- Industry
- Banking & Financial Services
- Team
- Customer Care & Customer Experience
- Product
- Lexi Supporter
- Location
- Podgorica, Montenegro
All figures reported directly by CKB Bank's Customer Care & Customer Experience team.
CKB Bank's Customer Care & Customer Experience team handles complaints every day: the kind of messages where tone matters as much as speed. Writing a careful, empathetic reply used to take time the team didn't always have. With Lexi Supporter drafting the first version, replies come faster without losing that care, and the team's own numbers, and their clients' replies, show it.
CKB Bank
CKB Bank (Crnogorska Komercijalna Banka a.d. Podgorica) is one of Montenegro's leading banks, part of the OTP Group. Its Customer Care & Customer Experience department, based in Podgorica, handles day-to-day customer complaints and support requests.
Clients Deserved Better Replies, Written Faster
CKB Bank's team decided their clients deserved better replies to complaints, not just faster ones, but ones that got the tone right. That was hard to do consistently under time pressure.
- Standard complaintstook 10–15 minutes to write, start to finish.
- Complex complaintscould take up to an hour to get right.
Getting the tone right on harder cases was where agents struggled most, and where clients noticed most.
The team decided to try Lexi's customer support model to see if it could close that gap.
Lexi Supporter Drafts the Tone, Agents Finish the Reply
Lexi Supporter reads the emotional tone behind an incoming message and drafts a reply built for that tone, whether that means calming down a frustrated client or clearly answering a confused one. The agent still reviews, edits, and sends every message. What changes is that they start from a draft that already gets the tone right, instead of a blank page.
CKB Bank's agents used Lexi Supporter specifically for drafting replies to client complaints.
From an Hour Per Reply to Minutes
Across the board, CKB Bank's agents spent 70% less time writing responses. Broken down by case type, the drop looked like this:
That time savings let the team focus on communication quality and other work, rather than just getting through the queue. Response time to clients overall dropped by as much as 85%, which directly speeds up how quickly complaints get closed.
- Easier workAgents describe the work with Lexi Supporter as significantly easier: faster, simpler, and less stressful, especially on the complex complaints where finding the right tone used to be hardest.
- Consistent repliesReplies are more consistent across the whole team: every agent now uses a unified tone, structure, and quality of communication, which matters for CKB Bank's professional image.
- Less strainAgents report feeling lighter, with tone that fits the moment and writing that comes easier than before.
Clients Noticed, Too
Client satisfaction with complaint replies has noticeably increased. CKB Bank's team reports that client feedback has been extremely positive: replies are rated as clear, professional, and in line with what clients expect. Clients respond more often, because they feel recognized and understood, and the empathy built into Lexi-assisted replies encourages them to share more information, which makes complaints easier to resolve.
"Exactly the kind of reply every bank client deserves."A CKB Bank client, replying to a Lexi-assisted complaint response
"...for the first time, we received a written response from you that is professional, expert, clear, and specific: the kind every client deserves from their bank!"CKB Bank client message, translated from Montenegrin, name withheld
"Working with Lexi has been made significantly easier: the process is faster, simpler, and less stressful."Senior Officer, Customer Care & Customer Experience Department, CKB Bank
Lexi and CKB Bank
About Lexi
Lexi is an AI writing platform used by teams across industries to draft communication faster. Lexi Supporter is built specifically for customer support and complaint response: it reads the tone of an incoming message and drafts a reply built for that tone.
About CKB Bank
Crnogorska Komercijalna Banka a.d. Podgorica, part of the OTP Group, is one of Montenegro's leading banks.
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