Case Study: PSD Bank Nürnberg automates 70% of customer queries with Lime Connect

PSD Bank Nürnberg automates 70% of customer queries with Lime Technologies

PSD Bank Nürnberg, a cooperative private bank, faced the challenge of meeting modern customer expectations for 24/7 banking support while competing with direct banks. The bank needed to extend its service availability, particularly during evenings and weekends, and improve the efficiency of its digital channels like website chat and WhatsApp. To address this, they turned to vendor Lime Technologies and implemented their solution, Lime Connect.

By implementing Lime Connect, the bank introduced a rule-based chatbot named B.A.N.K.S.I. This solution provided a centralized, GDPR-compliant inbox for managing website chat and WhatsApp, automating a significant portion of customer inquiries. The results were highly successful, with the chatbot now handling 85-90% of queries, allowing the service team to focus on complex cases and enabling 24/7 customer support for the bank.

PSD Bank Nürnberg