Case Study: BAC Community Bank achieves always-connected relationship banking with Agent IQ

BAC Better banking. Always connected

BAC Community Bank, a customer-focused institution, faced the challenge of extending their signature personal banking relationships beyond their physical branches to both existing and prospective customers. They partnered with vendor Agent IQ and its Lynq platform to create a solution that would maintain this high-touch service in a digital format.

Agent IQ implemented two AI-powered tools named ALAC and Smart ALAC, which were launched after an eight-week implementation. The solution provided 24/7 self-service options while ensuring customers could always connect with a personal banker, including prospects who could engage before opening an account. The results were highly successful, with two out of three users completing their interaction without needing a banker. Furthermore, the implementation reinforced the value of personal relationships, as over half of the customers preferred to wait for their specific banker rather than seek faster help from someone else.

BAC Community Bank

Jackie Verkuyl

EVP and Chief Administrative Officer