Case Study: Ion Bank boosts self-service and reduces calls with Posh AI

Ion Bank's Digital Assistant, Fiona, empowers website visitors with the ability to self-serve and reduces calls to the call center

Ion Bank, a financial services company, sought to improve both customer and employee access to information. They partnered with vendor Posh to enhance their website experience, aiming to boost customer self-service and reduce call center volume, while also streamlining how their own staff found internal knowledge and procedures.

Posh implemented its AI Digital Assistant, named Fiona, on the bank's public website to handle customer inquiries. They also deployed the Knowledge Assistant, named Fido, for internal employee use, and Posh Answers to improve the website's search function. The solutions successfully empowered visitors to self-serve, reduced calls to the contact center, and drastically improved the efficiency of employees finding information. Posh became a trusted innovation partner for Ion Bank throughout this process.

Ion Bank

John Jahne

Executive Vice President and Chief Information Officer