Eastern Bank Launches Smart Chatbots to Supercharge Their Online Banking [Case Study]
Charged with enhancing the digital banking experience for its customers, Eastern Bank’s head of customer service originally thought that mandate meant heavy development work, months of implementation time and a big bang style launch. But by partnering with Vee24, Eastern Bank was able to launch chatbots for targeted, relevant use cases such as online appointment booking in a matter of days.
These AI-powered chatbots proved critical for providing seamless, remote customer service during the spring of 2020 – one of the most challenging times for the bank and for the banking industry as a whole. Then and now, the bank is enhancing its reputation for outstanding customer relationships.
Since implementing Vee24’s live engagement Eastern Bank has seen:
- 33% reduction in the time to resolution by customer service chat agents
- 17% of customer journeys fully handled by the chatbot
- 35% of online appointments for in-person banking scheduled with the chatbot
“People are thinking about bots being all-encompassing, life-changing, corporate changing, ‘this is going to change the face of everything’. But, if you think about what’s really taking up time, creating friction for employees, creating friction for the customer, those customer journeys are what you go after. Stop trying to be the most innovative person in the universe and start with what really helps your customers.”
— Heather Allen, SVP, Director of Customer Service Center, Eastern Bank.
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