Case Study: Huntington Bank achieves 90–97% answer accuracy and 1.5M+ annual answers with [24]7.ai Virtual Agent

Huntington Bank - Customer Case Study

Huntington National Bank, a retail and commercial bank with 700+ branches across six states, faced rapid growth after acquiring Bank of America and FirstMerit branches. The bank needed to control costs and improve customer experience while tackling long agent handle times, inconsistent information, low first-call resolution, and the ongoing need to quickly train many new agents.

Huntington deployed [24]7.ai virtual agents—“Ask Huntington,” “Welcome,” and “Retail Ask Now”—across its website, call center portal and branch staff tools, replacing legacy help systems and supporting agent training. The virtual agents now answer over 1.5 million questions per year with 90%–97% accuracy across 1,500+ topics, improving handle times, increasing first-call resolution, and substantially reducing training costs and time-to-productivity.

Huntington Bank

Samantha Sutter

Business Analyst