US Bank transforms the agent experience with Voice AI

The Business Issue

US Bank, who has $678 billion in assets and over 70,000 employees across 2,100+ branches, faced a critical challenge in their contact center operations. As digital self-service channels handled routine inquiries, their contact centers were left dealing with increasingly complex and emotionally charged customer interactions.

The bank needed to enhance employee experiences for their customer service representatives (CSRs), who were handling difficult situations like fraud cases, identity theft, and complex financial disputes. New CSRs with just two weeks of training were expected to deliver the same quality of service as 10-year veterans, while managing up to 70 different case types and maintaining strict regulatory compliance in a highly regulated banking environment.

Traditional contact center approaches left CSRs struggling to balance active listening with note-taking, script adherence, and complex workflow navigation – ultimately impacting both employee satisfaction and customer experience.

The Solution

US Bank used Pega Voice AI solution to transform their approach by providing intelligent, real-time assistance that augments rather than replaces human capabilities. The solution combines conversational AI with workflow automation to guide CSRs through complex interactions while maintaining the human touch that's essential in financial services.

Key capabilities deployed include case suggestions that automatically direct CSRs to appropriate workflows, auto form fill that captures customer information in real time, knowledge suggestions that surface relevant articles and policies, and interaction summaries that eliminate manual note taking. The solution also provides conversational analytics with coaching insights and compliance monitoring.

This additive approach allows CSRs to focus on customer relationships rather than administrative tasks, while ensuring consistent service quality regardless of experience level.

The Results

US Bank achieved remarkable outcomes that exceeded expectations across multiple dimensions. The bank realized a 30-second average reduction in handle time across all interactions, while simultaneously improving customer satisfaction scores by two points.

Perhaps most significantly, the solution drove unprecedented employee retention improvements. US Bank hasn't conducted a hiring class in over a year – an extraordinary achievement in an industry typically plagued by 50%+ annual turnover rates. CSRs reported feeling that the company was "investing in them as humans" rather than replacing them with technology.