Case Study: Park National Bank improves customer interactions with Mova.AI

Park National Bank - Customer Case Study

Park National Bank needed to move beyond manual quality assurance to better understand and improve its customer service across 52,000 monthly calls and chats. They partnered with Mova.AI and used its platform to gain complete visibility into these customer interactions and unlock actionable insights for their teams.

By implementing Mova.AI, the bank automated the analysis of 100% of its customer conversations, enabling data-driven decisions and real-time insights. This solution eliminated manual reviews, repurposed capacity for higher-value work, and provided a 48-hour detection time for emerging issues. The measurable impact was significant, including an 87.6% decrease in complaints and a 30% increase in associate coaching. Mova.AI's platform and collaborative team have become a foundational strategic partner for the bank.

Park National Bank

Todd Bogdan

Chief Executive Officer