Trust Bank's AI chatbot halves human-handled customer service chats
Trust Bank has cut human-handled customer chats by half after introducing a generative AI chatbot. The tool lets users ask banking questions in everyday language while freeing up staff for more complicated tasks. This shift reflects a wider move towards AI-driven support across the banking industry. The AI assistant now manages routine requests, such as ordering replacement cards or accessing account statements. It also retains full conversation history when transferring complex issues to human agents. Angela Yeo, Head of Customer Service at Trust Bank, explained that the bank aimed to rebuild customer support around conversational AI.
Behind the scenes, the Customer Care team continually updates the chatbot’s knowledge base. Automated testing tools track its performance to ensure accuracy and reliability. Since its launch, the system has helped reduce complaints by around 40%.
Looking ahead, Trust Bank plans to extend its AI capabilities. Future updates will include AI-powered transaction searches and tailored financial advice for customers. The chatbot’s introduction has allowed human agents to focus on more demanding customer problems. With complaint rates dropping and efficiency improving, the bank expects further benefits as AI integration expands. The move aligns with a growing trend of generative AI adoption in financial services.
