Case Study: BNF Bank achieves faster customer engagement and lead qualification with EBO.ai

A personalised automated banking experience using AI

BNF Bank, an established key player in the banking sector, faced challenges with inefficient, manual customer service processes. A surge in enquiries led to long waiting times, business inefficiency, and a loss of leads, especially outside of office hours. To adapt to digitally-savvy customers and close these experience gaps, the bank partnered with vendor EBO to find an automated solution.

EBO implemented a custom-built AI Virtual Agent named Becs on the bank's website and Facebook channels. The solution provided instant, 24/7 customer engagement, used natural language processing to handle queries from start to finish, and improved lead qualification. As a result, the virtual agent handled hundreds of conversations per month with a 99.5% recognition rate, capturing leads that would have been lost and achieving a 79% customer satisfaction score for EBO's platform.

BNF Bank

Mark Micallef

Chief Financial officer