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Resources > Knowledge Center > Customer Stories


AMELIA MANAGES 100% OF INCOMING CALLS FOR STERLING NATIONAL BANK

June 9, 2021 • 2 minute read

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In order to improve and accelerate customer experiences, Sterling National Bank
hired Amelia to communicate and collaborate with contact center agents.



 * CHALLENGE
   
   Sterling National Bank wanted to heighten customer engagement through its
   contact centers, reduce high-volume pressures on customer contact agents, and
   allow bankers to focus on personalized services.

 * SOLUTION
   
   The bank hired Amelia, renamed Skye, in order to improve and accelerate
   customer experiences, and provide human-like communication and collaboration
   with Sterling contact center agents.

 * RESULTS
   
   Skye engages 100 percent of incoming customer calls, resolves almost 50
   percent of incoming calls into the bank's contact centers, and automates
   about 100,000 calls end-to-end per month.

Based in Pearl River, New York, Sterling National Bank specializes in the
delivery of commercial, business, and consumer banking products and services.
The bank wanted to heighten customer engagement through its contact centers,
reduce high-volume pressures on customer contact agents, and allow bankers to
focus on providing unique and personalized services to customers across the
business.

Prior to implementing Amelia, Sterling National Bank used a traditional
interactive voice response (IVR) telephone system to direct and respond to
customer queries. In order to improve and accelerate customer experiences,
Sterling National Bank hired Amelia (renamed “Skye”) to provide human-like
communication and collaboration with Sterling National Bank contact center
agents.


SKYE’S DIGITAL BANKING USE CASES

After first authenticating clients, Skye can provide Sterling customers with
information and updates on their account balances and recent transactions, as
well as assist with online banking issues, debit card claims and declined
transactions. If any of the calls are not part of her remit, Skye will route the
client to the fastest possible means of addressing their needs – either directly
to a specialized agent or to the self-service IVR.

“Given Sterling National Bank’s growth trajectory, it was critical for us to
significantly increase our bank’s digital footprint to ensure that both our
customers and colleagues continue to have positive experiences and valuable
interactions,” said Luis Massiani, Sterling National Bank President. “It was
evident from the first time that we experienced Amelia’s capabilities that it
would be key in supporting our digital expansion and customer service
experience.”

Amelia’s advanced machine learning abilities will also allow Skye to constantly
evolve and expand its intelligence capabilities with each user experience and
interaction. This capability increases the accuracy of its responses and ability
to manage more calls without human agent intervention.


SKYE’S BUSINESS OUTCOMES

Today, Skye engages 100% of incoming customer calls. She is able to scale and
resolve about 50% of incoming calls into Sterling’s contact center, including
the end-to-end automation of approximately 100,000 calls per month. This has
allowed Sterling to provide automated self-service for more than two million
customer calls since June 2020.


 * 0%
   
   Amelia as Skye engages 100% of incoming customer calls.


 * 0
   CALLS PER MONTH
   
   Skye automates about 100,000 calls end-to-end, from first interaction to
   resolution.


 * 0%
   
   Skye resolves almost 50% of incoming calls into the bank's contact centers.


STERLING NATIONAL BANK

Company Size
2,100 employees

About
Sterling National Bank specializes in the delivery of financial services and
solutions for small to mid-size businesses and consumers.

Solution
Amelia for Customer Care


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THE INTELLIGENT CONTACT CENTER

Companies have spent decades implementing Interactive Voice Response (IVR)
systems in their call and customer care centers, but they've proven unable to
keep up with customers' expectations.

In this white paper, we examine the benefits of an Intelligent Contact Center,
where companies utilize Conversational AI-powered virtual agents to provide
first-line resolution and support for customers, and augment human employees
through AI and automation.

Download our paper to learn the benefits of this approach and why current IVR
systems simply will not cut it in today’s hyper-paced digital landscape.

Learn More

Amelia
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