Case Study: Extraco Banks launches personal digital service in 6 weeks with Agent IQ

How Extraco Banks launched a personal digital service in just 6 weeks to impressive results

Extraco Banks, a $2B independently owned bank, sought to improve customer service by adding a messaging-based platform to reduce call center volume and provide more personal support. They faced the challenge of achieving this goal within a tight two-month timeframe without dedicating significant technical or operational resources. To overcome this, they partnered with vendor Agent IQ to implement their Lynq platform.

Agent IQ's solution involved deploying their Lynq platform in two phases: first, an AI-powered virtual assistant named Gabby for web chat, followed by an authenticated messaging service called ChitChat integrated into the mobile app. The implementation was completed in just six weeks with a small, part-time team from the bank. The results were impressive, with over 5,000 customers using the service in the first two months and a 29.67% reduction in call volume, demonstrating a successful shift of customer inquiries to more efficient digital channels.

Extraco Banks

Chris Kincaid

Chief Strategy Officer