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
And, the results continue to improve as the chatbots ‘learn’ and their use expands.
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