Customer overview
First Horizon is a national banking organization with over 6,100 employees and $80 billion in assets. It provides retail and commercial banking solutions across 180 locations. It had a revenue of $3.5 billion in 2020.
Background
First Horizon was facing a challenge with its legacy customer service platform. It could not handle the increasing volume and complexity of customer calls. It also relied on manual routing and had no direct customer value.
Challenge
First Horizon wanted to improve its customer service experience and efficiency. It partnered with CDW’s Google Cloud team to migrate to a cloud-based contact center solution with artificial intelligence capabilities. It needed a solution that could integrate with its existing ERP and CRM systems and provide dynamic routing based on customer data.
Solution & impact
CDW helped First Horizon to implement a CCaaS solution with Google CCAI integrations. They developed a virtual agent for chat and voice that could handle most of the customer queries without human intervention. As a result, they achieved a 60% deflection rate for customer calls in the first month, which increased to 80% in the first quarter. They also developed an internal employee support chatbot. They projected a $5M+ annual consumption of CCAI services.
80% call deflection in first quarter
