Central Pacific Bank (CPB) had a call center that customers turn to for answers about their banking needs, each unique. Their outdated system had many challenges, including:

• • Staffing instability and high turnover
  • Lack of customer satisfaction metrics
  • The inability to keep up with increasing customer expectations and call volumes
  • Lack of IT platform integration that required agents to access multiple systems to resolve an issue
  • Sales goals couldn’t be prioritized due to the significant effort being placed on servicing all customers at all times
  • Additionally, the pandemic challenged CPB to address the growing needs with a remote and dispersed workforce.

In order for CPB to serve their customers in a more efficient and intuitive way, they implemented Amazon Connect and leveraged the following features:

• • Cloud/hosted solution
  • No contract commitments required
  • Ease and speed at which it could be deployed
  • AI, robotics, and machine learning capable
  • Supported the bank’s virtual and remote infrastructure
  • Supported their omni-channel strategy

A test instance was brought up in two days with a working number, Polly AI TTS, and call recording capabilities. By implementing AI, CPB has curated an experience for its customers that is quick, intuitive, and personable.

• • Increase in usability and problem resolution via self-serving knowledge base
  • Ongoing access to metrics and reporting
  • Flexibility in enabling their agents to work from anywhere in a secure way
  • The ability to leverage sentiment analytics data to identify coaching opportunities
  • Data and intelligence that allowed CPB to redirect resources to process improvement