United StatesFinance and insurance2025 – ongoingCamden National Corporation
Voice assistant and self-service answers in the customer care center
Camden National Bank's call abandonment fell below 20% after a Posh AI voice assistant took routine calls
Problem
Camden National Bank's customer care center had to handle routine calls and a surge of questions from a merger that added 30,000 customers. Callers abandoned calls while waiting for an agent.
Approach
The bank used Posh's AI voice assistant, branded Cam, to handle routine requests such as debit card activation and online banking enrollment. Cam also spotted merger-related calls and sent them to agents trained for them. Posh Answers, a digital self-service tool, gave customers merger answers online without a call. When a fraudulent text scam appeared, the bank added a topic to the Posh portal within minutes.
Results
Takeaway
Routing routine and event-driven questions to a voice assistant and a self-service portal left agents free for the calls that needed them. The start date of Cam and the staffing levels are not given in the source.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Posh's client story describes how Camden National Bank used the Cam voice assistant and Posh Answers during a merger. It reports abandonment below 20% with recent averages of 10-11%, a conversion finished in about two weeks against 4-6 expected, and only 20% of fraud-scam callers needing an agent.
Full details are in the original sources.