United StatesFinance and insurance2024 – ongoingWaFd Bank
AI voice banking for routine customer inquiries
WaFd Bank reduced live-agent call traffic by 45% for customers enrolled in voice identity
Problem
Customers navigated security checks and keypad prompts for routine banking inquiries. WaFd wanted them to resolve simple requests through conversation.
Approach
The bank built a voicebot with Amazon Lex through its banking modernization work with AWS. Customers used voice biometrics to access accounts and asked the bot for information.
Results
Takeaway
The reduction in calls reaching representatives applied to customers enrolled in voice identity.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
AWS reported that WaFd's voicebot reduced live-representative call traffic by 45% for customers enrolled in voice identity. The page carries no date; the Internet Archive first saved it on August 14, 2024.
Full details are in the original sources.