Servbank Empowers Customers Through Sutherland's Conversational AI Chatbot

Working with Servbank, Sutherland identified customer and business pain points and scanned agent-customer interaction in real time, across all channels to predict which customer interactions were likely to lead to negative outcomes. They then developed and implemented a tailor-made, customer-facing “chatbot” application powered by conversational Al and machine learning (ML).

The chatbot offered customers a self-service option for finding answers to the company’s high volume of simple, frequently asked questions via messaging while freeing up the customer service team to address more nuanced, complex problems and tasks, including those discovered in their customer reviews, all without adding more full-time employees.

The Sutherland solution also provided Servbank agents with a great training opportunity by providing them with insights gained from other agent-customer interactions as well as tips to help direct a customer down the best path for solving their problem.

Since launching chatbot, Servbank has handled about 3.5X the volume of inquiries with positive customer feedback from customers who said they were able to get help and information more quickly through the chatbot than traditional service channels like phone calls.