How Camden National Bank Leveraged Posh AI to Reduce Abandonment Rates, Empower Agents, and Enhance Customer Trust

How AI and Agents Work Hand-in-Hand to Improve Efficiency, Build Trust, and Empower Teams.

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Transforming Call Centers: How AI and Agents Work Together for Exceptional Customer Experience

Contact centers are under constant pressure to deliver fast, efficient, and personalized customer service. From handling high call volumes to reducing wait times and improving agent productivity, the challenges in maintaining smooth operations can feel overwhelming. However, by blending human expertise with artificial intelligence (AI), financial institutions are transforming customer service, delivering exceptional experiences that benefit both customers and agents.

Real Results: Camden National Bank’s AI Transformation

Implementing AI through Posh AI has been a game-changer at Camden National Bank. Melodie Myers, VP Customer Care Center Manager, shared how their call center went from battling abandonment rates of20-30% to achieving consistent rates below 20%, with recent averages as low as 10-11%.

"When we adopted Posh, the difference was night and day. We are a true success story," Melodie emphasized.

This transformation wasn’t just about metrics but about creating a healthier and more sustainable work environment for their agents.

"Prior to Posh, my team had no ready time. It led to burnout because they were constantly on calls. Now, we have ready time all the time, which has been a huge relief for the team," Melodie shared.

Building Customer Trust with a Personal Touch

A critical factor in Camden National’s success was how they introduced AI to their customers. They branded their AI assistant as "Cam" and actively marketed it before the launch, setting clear expectations. This proactive approach helped ease the transition and encouraged customer adoption, fostering trust in the new system.

Adapting Quickly to Emerging Challenges

One of AI’s most valuable benefits is its flexibility. When a text fraud scam recently inundated Camden National’s call center, Melodie quickly added a custom intent to the AI system to address the issue.

"We stopped hundreds of callers from needing to speak to us. The call never even needed to be transferred after the intent," she noted.

This ability to rapidly respond to emerging issues has been instrumental in improving both efficiency and customer satisfaction.

Empowering Agents to Focus on What Matters

With AI handling routine inquiries, agents can now focus on more complex and meaningful customer interactions. This shift has significantly improved job satisfaction and reduced burnout among staff.

The flexibility of the AI assistant also allows the bank to adapt to seasonal trends. During tax season, for example, custom intents were added to address common customer questions, streamlining the experience for both customers and agents.

Key Takeaways for Success

Implementing AI might seem intimidating, but as Camden National’s experience shows, the results are worth it. Melodie emphasized the importance of transparency and communication during this process:

"Share the results with executives and your team. Transparency builds trust. Show where you are, where you want to be, and set clear expectations," she advised.

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How Camden National Bank Leveraged Posh AI to Reduce Abandonment Rates, Empower Agents, and Enhance Customer Trust

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