Case Study: Prescott National Bank achieves 16% FCR improvement with AmplifAI Solutions Inc

How Prescott National Bank achieved a 16% FCR improvement and a 17% customer satisfaction increase with employee-centric AI

Prescott National Bank, one of the largest banks headquartered in Texas, needed a better way to support its contact center teams. Its QA and coaching processes were slowed by scattered quality data, time-consuming manual analysis, and inconsistent coaching practices, making it difficult for supervisors to get a clear view of agent performance and drive improvements.

Prescott National Bank partnered with AmplifAI Solutions Inc to implement an employee-centric AI performance enablement platform that centralized data, standardized coaching, and delivered next-best coaching actions. With AmplifAI, the bank improved First Call Resolution by 16%, increased customer satisfaction by 17%, reduced repeat calls by more than 487,000 annually, generated over $1.46 million in annual savings, and raised coaching sessions per agent by 153%.