Case Study: First American Bank achieves personalized digital banking and faster self-service with Agent IQ

First American Bank expands its promise to make digital banking feel personal and powerful

First American Bank, a financial institution based in Illinois, faced the challenge of adapting its renowned personal service to meet changing customer preferences for digital communication. They sought a technology solution from vendor Agent IQ that would provide efficient, expert support through digital channels as an alternative to a traditional call center, without sacrificing their relationship-focused values.

By implementing Agent IQ's Lynq™ service, named "Penny" by the bank, First American Bank created an AI-powered chat and self-service solution that seamlessly connected customers to dedicated internal teams of expert bankers. The results were significant, with Penny handling a 5x increase in support volume during a digital banking conversion; 56% of customer questions were resolved without human engagement. Furthermore, Agent IQ's platform outside of retail banking, opening new business opportunities.

First American Bank

Vanesa Heimdal

AVP, Customer Experience Program Manager