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40% of interactions with First Financial Bank's digital assistant Gabby occur outside of normal contact center business hours, and 20% occur on weekends.
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Digital banking customers who use Gabby are more engaged and log in an average of 46% more often than digital banking customers who don't use Gabby.
New York, February 22, 2024–(BUSINESS WIRE)–First Financial Bank, the fifth oldest national bank in the United States, has seen a 10% increase in new account openings overall since introducing Gabby, an AI-powered digital assistant. The main factors behind this increase are as follows. New deposits and loans. Through a partnership with Kasisto, the developer of His KAI, the leading conversational AI platform for the financial services industry, First Financial Bank is leveraging His AI to improve not only CDs but also mortgages, personal loans, and more. , increasing customer usage across banking products such as auto loans.
Brad Waldhoff, Chief Information Officer, First Financial Bank. “Integrating Gabby into our First Financial team is critical to improving the customer experience.” The success we have experienced at this stage is a testament to this commitment. It elevated the experience.”
First Financial Bank has over $4.8 billion in assets, 252,000 customers and 70 branches. The bank launched a new intelligent digital assistant, Gabby, powered by KAI, in May 2023 to provide customers with a smooth experience between digital and employee assistance channels. Through Kasisto's no-code AI platform, Gabby was pre-integrated with LinkLive, the bank's all-in-one communications platform, from day one. Kasisto's superior user experience pairs well with LinkLive's extensive customer care capabilities to create a truly differentiated experience for both consumers and live chat agents. In this way, Gabby bridges the gap between a customer's digital and physical banking experience, ensuring that queries are resolved seamlessly through either channel.
Since Gabby's launch in mid-2023, First Financial Bank has closely monitored Gabby's performance based on a variety of business metrics. The bank's findings show that:
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Increase in the number of new deposit and loan accounts opened
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27% increase in newly opened CD accounts
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Home loans increased by 35%, personal loans by 28% and vehicle loans by 5%.
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90% of the questions posed to Gabby are included. This means customers do not need to contact a First Financial representative for further assistance.
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Multiple generations are comfortable talking with Gabby – a similar proportion of Silent Generation (78-98 years old) use Gabby as Millennials (29-43 years old)
Zor Gorelov, CEO of Kasisto, said: “Today's banking requires meeting customers where they are, and AI technology allows banks to meet this demand. and AI can drive a bank’s goals: providing customers with a banking experience that meets and anticipates their banking needs.”
For more information about KAI and KAI-GPT, please visit www.kasisto.com. You can also read the entire case study here.
About Cassist
KAI is the leading conversational AI platform for the financial services industry. Kasisto's customers include global banks such as JPMorgan, Westpac, Standard Chartered, TD, and Nedbank, as well as U.S. community banks and credit unions such as First Financial Bank, Meriwest, and Indiana University Credit Union. will appear. These financial institutions selected his KAI for its track record of driving business growth and improving the banking experience for consumers and employees. The platform constantly connects with millions of consumers and bankers around the world across multiple channels and languages, and is optimized for performance, scalability, security, and compliance. KAI is built with the deepest conversational AI portfolio in the financial industry and is deeply integrated into the fintech ecosystem through partnerships with proven technology providers such as FIS, NCR, and Q2. Kasisto is headquartered in New York City with offices in Silicon Valley and Singapore. Kasisto Singapore Pte Ltd is a wholly owned subsidiary of Kasisto. For more information, please visit kasisto.com.Follow Kasist twitter And LinkedIn.
About First Financial Bank
First Financial Bank (NASDAQ:THFF) is headquartered in Terre Haute, Indiana and provides a wide range of financial services, including commercial, mortgage and consumer lending, retirement and trust account services, and depositor services. First Financial Bank has 70 banking centers and more than 100 ATMs in Illinois, Indiana, Kentucky and Tennessee.
View source version on businesswire.com. https://www.businesswire.com/news/home/20240222507922/en/
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