skip to Main Content
Customer Case Study

Eastern Bank Launches Smart Chatbots to Supercharge Their Online Banking [Case Study]

Charged with enhancing the digital banking experience for its customers, Eastern Bank’s head of customer service originally thought that mandate meant heavy development work, months of implementation time and a big bang style launch. But by partnering with Vee24, Eastern Bank was able to launch chatbots for targeted, relevant use cases such as online appointment booking in a matter of days.

These AI-powered chatbots proved critical for providing seamless, remote customer service during the spring of 2020 – one of the most challenging times for the bank and for the banking industry as a whole. Then and now, the bank is enhancing its reputation for outstanding customer relationships.

Since implementing Vee24’s live engagement Eastern Bank has seen:

  • 33% reduction in the time to resolution by customer service chat agents
  • 17% of customer journeys fully handled by the chatbot
  • 35% of online appointments for in-person banking scheduled by a chatbot

Fill out the form to read more about how Eastern Bank is meeting its strategy to become a true omnichannel financial services business!

Read Now
  • MOFU CaseStudy ReadNow