Case Study: United Community Bank improves call efficiency and customer satisfaction with Pindrop

United Community Bank - Customer Case Study

United Community Bank, a financial institution recognized for its customer service, faced challenges with its inefficient and insecure phone authentication process. Their reliance on lengthy knowledge-based questions created customer friction and was vulnerable to fraud. They partnered with Pindrop, implementing its Passport solution for passive, multi-factor authentication to overcome these issues.

Pindrop's solution verified callers by analyzing device, voice, behavior, and network factors in the background. This led to significant improvements for United Community Bank: average handle time dropped by 29 seconds, abandoned calls decreased by over 7%, and customer satisfaction scores rose by more than 5%. During a period of high call volume, Pindrop helped the bank handle 14% more calls and increase agent efficiency by nearly 50%.

United Community Bank