Case Study: Park National Bank delivers white glove digital banking with Agent IQ

How Park National Bank created a white glove digital service for their customers

Park National Bank, a $10B institution from Ohio, recognized that changing customer behavior and the COVID-19 pandemic were reducing opportunities for meaningful engagement, threatening the personal relationships that were central to their service model. To address this challenge, the bank partnered with vendor Agent IQ to create a white glove digital service called ParkDirect.

Agent IQ's solution enabled the bank to launch ParkDirect in just four weeks, providing a platform for personalized digital conversations with dedicated bankers. This service allowed customers to handle a wide array of financial needs remotely, from opening accounts to getting advice, successfully replicating the warmth of in-branch service. The implementation was highly successful, with an adoption rate spiking as high as 60% when offered at new account openings and customers praising it as "the best thing to happen to banking."

Park National Bank

Michelle Hamilton

Chief Marketing Officer