Navigating Change and Eliminating Friction: Camden National Bank’s AI-Powered 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 preventing agent burnout, the challenges can feel overwhelming. But at Camden National Bank, an AI-powered transformation has redefined what excellence looks like, not just during normal operations, but during a major organizational shift.

With the help of Posh AI products, Cam, a custom-branded AI voice assistant, and Posh Answers, a digital self-service solution, Camden elevated the customer experience, empowered agents, and ensured seamless continuity through a significant merger.

Addressing Friction Points in Customer Service

Before implementing AI, Camden’s contact center was strained by complex IVR menus, misrouted calls, and long hold times.

“Prior to implementing AI, we had all those friction points, and if not more. Things were a little bit rough for us,” explains Melodie Myers, VP Customer Care Center Manager. “With this journey with Posh and Cam, now I'm just really happy to say we don't really have any friction points anymore.”

Laying the Foundation: Relieving Pressure and Reducing Burnout

High abandonment rates and constant call pressure had left little downtime for agents. The introduction of Cam made an immediate impact. Abandonment rates dropped below 20%, with recent averages as low as 10–11%, allowing agents to spend more time with each customer.

“Before Posh, my team had no ready time. It led to burnout. Now, we have ready time all the time, which has been a huge relief for the team.”

Enhancing Self-Service and Product Accessibility

Camden discovered that many customers wanted to self-serve, but they just didn’t know how. Posh’s AI solutions bridged that gap.

“A lot of the products that Posh offers help to drive the customer to where they need to be,” says Myers. “Customers want to self-serve. They’re asking those questions. They’re looking for those links — how to apply, how to get a checking account.”

Cam’s guidance and direct links to relevant services helped customers apply for loans, open accounts, and get answers on their own, 24/7 and without waiting, reducing the need for human agents in routine inquiries and boosting satisfaction across channels.

Earning Trust with a Human Touch

Cam wasn’t just launched, it was introduced. Camden branded the voice assistant and proactively marketed it, creating trust and driving adoption.

“If we took away Cam, our customers would not like it. Cam is a much better experience than what we had before.”

Staying Agile in the Face of Disruption

When a fraudulent text scam emerged, Camden added a new topic into the Posh Portal within minutes.

“Only 20% of those callers actually had to talk to an agent. The rest got help directly from the topic I added in the portal.”

Camden’s ability to pivot quickly during an unplanned disruption such as fraud demonstrated that they were ready for even more significant changes.

Scaling Support Seamlessly Through a Major Merger

In March, a significant merger added 30,000 customers. Thanks to Cam, the conversion finished weeks ahead of schedule, with no service disruption.

Camden utilized custom call flows to streamline onboarding, while Cam handled common requests such as debit card activation and online banking enrollment. Cam was also able to identify and manage new customer-specific changes—like issuing new debit cards and setting up online access—routing them directly to agents trained to assist, without impacting existing Camden customers. By separating these calls, current customers continued receiving the high level of service they were used to.

“We assumed it would take 4–6 weeks to convert, and after just two weeks, it was done.”

Bringing Digital Self-Service to the Forefront

While Cam handled voice, Posh Answers transformed how customers accessed information about the upcoming change—offering quick, self-serve options online without needing to call, reducing pressure on support staff and improving the customer experience.

“Our customers wanted to self-serve, but they didn’t know where to go. Posh Answers provides the self-service option and directs customers to where they actually want to be.”

Hundreds of questions could now be resolved online, freeing agents to focus on complex needs.

Empowering Agents to Focus on What Matters

The impact was also felt behind the scenes. With repetitive calls offloaded, agents had the time and mental space to focus on people.

“Before we had this, agents were always so worried about getting to the next call. Now they can take their time and go above and beyond.”

Even during a merger, Camden maintained low wait times and high-quality support—without adding headcount. By quickly getting information to callers and enabling self-serve options, Cam ensured that when a human was needed, callers were routed to the right place the first time. This helped manage wait times while preserving a smooth, high-quality service experience.

Key Lessons from Camden’s Success

• Humanize the AI: Branding and introducing Cam like a teammate fostered customer trust.
• Move with Speed: Posh’s portal enabled fast, real-time responses to fraud and emerging issues.
• Empower Agents: With routine tasks offloaded, staff delivered more meaningful service.
• Support Every Channel: Cam and Posh Answers together created a unified, 24/7 experience across voice and digital.

Make Self-Service Accessible: Many customers want to self-serve — they just need guidance and tools to do it.