Case Study: APS Bank achieves 80% autonomous chat handling with EBO.ai's Virtual Assistant

EBO’s AI Redefines Superior Customer Engagement at APS Bank

APS Bank, a provider of financial services with over a century of history, was facing operational inefficiencies and escalating demands on its customer care center. The bank partnered with vendor EBO to implement an AI solution to reduce customer wait times, improve operational efficiency, and enhance the customer experience without overburdening human resources.

EBO implemented a tailored AI Virtual Agent for APS Bank named AVA. The solution autonomously handles a diverse range of customer queries 24/7. As a result, AVA now handles 80% of all chat interactions end-to-end without human intervention, has achieved 93% of its predefined goals, and has an 86% request recognition rate. This has significantly improved customer experience and operational efficiency for APS Bank.

APS Bank

Scott Lee Holloway

Voice of the Customer Manager