United StatesFinance and insurance2023 – ongoing

First Financial Bank (First Financial Bancorp)

Gabby, a digital assistant built on Kasisto's KAI platform

First Financial Bank said its Gabby assistant resolved 90% of questions without a person

WorkingCompany's own claim

Problem

The Ohio bank, with about $4.8 billion in assets and 70 branches, wanted customers to get a smooth experience across digital and employee-assisted channels, and to use more of its products.

Approach

The bank launched Gabby in May 2023, built on the no-code KAI platform from Kasisto. Gabby came pre-integrated with LinkLive, the bank's communications platform.

Results

90%share of questions put to Gabby resolved without contact from a person at the bank, per the bankCompany's own claim[1]

10%overall increase in new accounts since Gabby's introduction, as reported by the bankCompany's own claim[1]

27%increase in newly opened CD accounts since launch, as reported by the bankCompany's own claim[1]

35%increase in newly opened mortgages since launch, as reported by the bankCompany's own claim[1]

Takeaway

The bank linked a chatbot to product openings as well as to deflected questions, and it reported both.

Sources

First Financial Bank reports positive results of AI usage
Retail Banker International23 Feb 2024News article

Source summaries

[1]Retail Banker International23 Feb 2024

Reports that First Financial Bank launched Gabby on Kasisto's KAI platform in May 2023. It gives 90% of questions resolved without a person and a 10% rise in new accounts. New CDs rose 27%, mortgages 35%, personal loans 28% and vehicle loans 5% since launch, as the bank reports.

Full details are in the original sources.

Added 2 Nov 2026 · Updated 2 Nov 2026