Amelia Manages 100% of Incoming Calls for Sterling National Bank

June 9, 2021 • 2 minute read

In order to improve and accelerate customer experiences, Sterling National Bank hired Amelia to communicate and collaborate with contact center agents.

  • Challenge

    Sterling National Bank wanted to heighten customer engagement through its contact centers, reduce high-volume pressures on customer contact agents, and allow bankers to focus on personalized services.

  • Solution

    The bank hired Amelia, renamed Skye, in order to improve and accelerate customer experiences, and provide human-like communication and collaboration with Sterling contact center agents.

  • Results

    Skye engages 100 percent of incoming customer calls, resolves almost 50 percent of incoming calls into the bank's contact centers, and automates about 100,000 calls end-to-end per month.

Based in Pearl River, New York, Sterling National Bank specializes in the delivery of commercial, business, and consumer banking products and services. The bank wanted to heighten customer engagement through its contact centers, reduce high-volume pressures on customer contact agents, and allow bankers to focus on providing unique and personalized services to customers across the business.

Prior to implementing Amelia, Sterling National Bank used a traditional interactive voice response (IVR) telephone system to direct and respond to customer queries. In order to improve and accelerate customer experiences, Sterling National Bank hired Amelia (renamed “Skye”) to provide human-like communication and collaboration with Sterling National Bank contact center agents.

Skye’s Digital Banking Use Cases

After first authenticating clients, Skye can provide Sterling customers with information and updates on their account balances and recent transactions, as well as assist with online banking issues, debit card claims and declined transactions. If any of the calls are not part of her remit, Skye will route the client to the fastest possible means of addressing their needs – either directly to a specialized agent or to the self-service IVR.

“Given Sterling National Bank’s growth trajectory, it was critical for us to significantly increase our bank’s digital footprint to ensure that both our customers and colleagues continue to have positive experiences and valuable interactions,” said Luis Massiani, Sterling National Bank President. “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.”

Amelia’s advanced machine learning abilities will also allow Skye to constantly evolve and expand its intelligence capabilities with each user experience and interaction. This capability increases the accuracy of its responses and ability to manage more calls without human agent intervention.

Skye’s Business Outcomes

Today, Skye engages 100% of incoming customer calls. She is able to scale and resolve about 50% of incoming calls into Sterling’s contact center, including the end-to-end automation of approximately 100,000 calls per month. This has allowed Sterling to provide automated self-service for more than two million customer calls since June 2020.

  • 100
    %

    Amelia as Skye engages 100% of incoming customer calls.

  • 100000

    calls per month

    Skye automates about 100,000 calls end-to-end, from first interaction to resolution.

  • 50
    %

    Skye resolves almost 50% of incoming calls into the bank's contact centers.

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