Case Study: Regional Bank achieves 85% resolution rates and 72% digital growth with Engageware AI Virtual Assistance

Regional Bank Boosts Resolution Rates to 85% and Grows Digital Usage by 72% with AI-Powered Virtual Assistance for Service and Transactions

Regional Bank, a financial services provider with 220 branches and 1.7 million customers, was struggling with an underperforming legacy chatbot that created high agent workloads, low resolution rates, weak WhatsApp usage, and growing pressure on call centers. To improve digital service and customer experience, the bank turned to Engageware and its AI-powered engagement platform, including Engageware Live, Engageware Studio, and Engageware Engage.

Engageware implemented an AI virtual assistant for 24/7 service and transactions, with secure verification, billing support, seamless escalations to agents, and targeted digital campaigns. The results were strong: 85% resolution rates, 72% growth in digital usage within a year, 90% of interactions handled by the virtual assistant, a 24% increase in NPS, and more than 40,000 banking transactions processed monthly through Engageware.