From the firm's own write-upReceipt no. 9856
What sucked
Customer service inquiries were handled entirely by phone staff, which meant wait times grew during peak periods and routine questions took up capacity that could otherwise go toward more complex customer needs.
What they built
ModernEdge built an AI customer service agent for a large retail bank, drawing its knowledge base from the bank's policies and product information. It answers routine account and product questions in natural conversation and routes anything more complex to a human representative.
What changed
Faster response times
For routine customer service inquiries
Reduced staff workload
On handling routine customer service calls
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