Case Study: Extraco Banks reduces call volume and boosts customer satisfaction with Agent IQ

ChitChatting their way towards cost reduction and customer satisfaction

Extraco Banks, a financial institution, sought to improve customer experience and reduce call center volume. They partnered with vendor Agent IQ to implement the Lynq platform, which they branded as Gabby for web chat and ChitChat for secure messaging with personal bankers.

The solution from Agent IQ provided AI-augmented self-service and seamless escalation to human bankers. This resulted in a dramatic increase in self-service completion rates from 25% to over 75%, reducing call volume by approximately 30,000 calls over ten months. The bank was able to operate its call center with half its previous staffing while exceeding 90% call handling rates, saving the equivalent of two full-time employees and significantly improving both customer and employee satisfaction.

Extraco Banks

Misti Mostiller

EVP, Chief Consumer Banking Officer