We are excited to share that Kasisto has been awarded the Tech of the Future – Customer Engagement award at the Fintech Futures Banking Tech Awards 2024! This prestigious award highlights the real impact our KAI-powered digital assistants can offer financial institutions of all sizes! First Financial Bank’s, Gabby- a KAI-powered intelligent digital assistant, has transformed customer engagement and has greatly improved operational efficiency.
The Journey with First Financial Bank
First Financial Bank (FFB) embarked on a mission to enhance the customer experience by introducing Gabby, an intelligent digital teammate. The objective was to create a seamless customer journey across web and digital banking channels, integrating both digital self-service and human-assisted channels. FFB aimed to not only engage customers more effectively but also improve the efficiency of their contact centers.
After exploring various traditional chatbots and live chat solutions, FFB chose Kasisto’s KAI platform for its advanced capabilities. The KAI platform is known for its robust AI and natural-language understanding (NLU), honed over a decade of delivering millions of financial conversations for some of the world’s largest banks.
Seamless Integration for Superior Customer Experience
Gabby stands out by seamlessly integrating with two critical components of FFB’s banking ecosystem: the NCR Digital Insight Banking Platform and the LinkLive Live Chat & Contact Center Solution. This integration ensures a smooth, uninterrupted customer experience, allowing Gabby to assist customers autonomously and transition to human agents when necessary, without losing any conversational context.
“At Kasisto, we are dedicated to advancing AI technology to meet the evolving needs of the financial industry,” said Zor Gorelov, CEO & Co-founder at Kasisto. “Winning this award is a testament to the effectiveness in delivering superior customer engagement solutions. Gabby’s success at First Financial Bank showcases the potential of AI to transform banking experiences.”
Impressive Results and Customer Engagement
Since Gabby’s implementation, FFB has reported remarkable outcomes:
- A 10% increase in new deposit and loan accounts
- A 27% rise in newly opened CD accounts
- Significant growth in mortgages (35%), personal loans (28%), and vehicle loans (5%)
- 90% containment rate of customer inquiries handled by Gabby
- 40% of interactions with Gabby occur outside contact center hours, with 20% over weekends
Gabby has also bridged the gap across generations, with similar usage rates among both the Silent Generation and Millennials. Digital banking customers who use Gabby average 38 log-ins per month, a 46% increase compared to those who do not use Gabby.
“The deployment of Gabby has significantly enhanced our customer engagement and operational efficiency,” said Brad Waldhoff, Chief Information and Operations Officer at First Financial Bank. “Kasisto’s KAI platform allows us to offer a sophisticated digital assistant that improves our service delivery while optimizing our contact center operations. The positive feedback from our customers and the measurable improvements in account openings and customer interactions underscore Gabby’s success.”
Innovative Rollout and Engagement Strategy
FFB’s innovative rollout of Gabby included introducing her across all channels. From placing cardboard cutouts in branches to a prominent presence on their website and digital banking platforms, Gabby has become an integral part of the customer journey. Whether answering product questions or providing personalized financial advice, Gabby ensures that customers receive consistent, high-quality support.
Looking Ahead
The recognition of Kasisto’s KAI-powered digitial assistants at the Fintech Futures Banking Tech Awards 2024 underscores our commitment to pushing the boundaries of AI technology in the financial sector. We look forward to continuing our work with visionary financial institutions like First Financial Bank to deliver transformative banking experiences.
Thank you for joining us on this journey of innovation and excellence!
Stay tuned for more updates and success stories!
