Case Study: TowneBank elevates personalized service with Talkdesk

TowneBank reduces AHT with Talkdesk

TowneBank, a regional bank in Virginia and North Carolina, sought to enhance its personalized member support operations across loans, cards, and online banking. They partnered with vendor Talkdesk and implemented its Financial Services Experience Cloud to unify these services and empower their agents with better tools.

The solution from Talkdesk included AI-powered features like Talkdesk Copilot and Interaction & Quality Analytics, which provided real-time insights and automated summaries to agents. This implementation led to an immediate and substantial impact, including an enhanced satisfaction rate, the ability to manage simultaneous calls during a system conversion, and a reduction in Average Handle Time (AHT).

TowneBank