Sterling Bancorp’s subsidiary Sterling National Bank (SNB) has forged a partnership with artificial intelligence (AI) software company IPsoft to launch a cognitive customer service agent.
Under the partnership, SNB will deploy IPsoft’s digital employee technology Amelia to launch under the customer service agent under the name Skye.
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Skye will replace the bank’s interactive voice response (IVR) system to deliver human-like communication.
It will provide the bank’s customers with information and updates on account balances, and recent transactions.
It can also troubleshoot online banking issues, debit card claims, and declined card transactions.
The digital agent can resolve over 50% of incoming calls at SNB’s contact centers, and attend to 100% of customer calls providing automated self-service.
The technology is expected to mitigate high contact volume pressures on the bank’s customer service staff.
IPsoft CEO Chetan Dube said: “By taking advantage of the scalable and superior digital customer service capabilities of Amelia, Sterling National Bank is assuring its customers that it can support their banking needs no matter where they are — now and in the future.”
The bank intends to bolster its customer service and engagement, through its contact centers, with Amelia.
SNB will use Amelia under its Advanced Digital Technology program focussed on the digital transformation of the bank.
In the near future, the bank will also use this technology to roll out an AI-based chat solution for its customers.
Sterling National Bank president Luis Massiani said: “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.
“We are excited to be launching our very own ‘Skye’ as our digital employee that can provide human-like, superior banking experiences with scale and speed.”
