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Transforming a century-old financial institution into a modern digital-first competitor with Talkdesk Financial Services Experience Cloud™ integrated with Amazon conversational AI

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USE CASE

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INDUSTRY

Financial Services & Insurance

INTEGRATION

Talkdesk Financial Services Experience Cloud™
Amazon Lex

KEY METRIC

↓ Decrease in check balance time by 90%

Customer Wafd Bank How Did Help You Meet Your Goals

One of the really cool things we did was we implemented Talkdesk's voice biometrics. And by doing voice biometrics, it not only helps prevent fraud because it ensures that the person calling in, is actually who they say they are, we actually use it to enable us to log that person into our backend system. And so by doing that, we're actually enabling customers to do secure banking transactions, like hear their account balances or make internal transfers, all from their voice. In fact, when we launched the voice biometric solution, we reduced the amount of time it took to call in, to hear your account balances by ninety percent. 20% of our daily calls are still people calling to hear their account balances. This is a huge improvement on customer experience. Our CEO has just been an incredible advocate for what we've been building out, and he loves these voice banking features. So, when you call in, you can actually say things like "show me the money", and the system will actually read back your account balances. Our CEO in fact, goes around and demos this to people all the time. But he also wanted to be able to just enroll the clients that he was showing it to into voice biometrics, while he was talking to them, but not refer them back to the call center. So we actually set up a dedicated phone number for him and a couple of other executive vice presidents that they could have their clients call into. Our CEO would actually login to the Talkdesk system, answer the call and enroll them in voice biometrics, while they're just sitting right there. It was a really cool way to showcase the technology, reduce friction, and drive adoption. It's been great to work with Talkdesk.

Delivering simple, straightforward banking solutions.


Founded in Washington state in 1917, WaFd Bank is a retail and commercial bank operating more than 200 branches with $20 billion in assets. After redesigning their online banking platform, they needed to modernize their contact center, moving from an on-premise, high-maintenance Cisco solution with dated features that would not enable the bank to scale while delivering on their vision of providing a superior customer and user experience using state-of-the-art technology and ease-of-use tools. With Talkdesk Financial Services Experience Cloud the bank invested in a purpose-built automation first CX platform and leveraged their existing investment with Amazon Lex.

"We turned our attention to more advanced technologies like conversational AI that ask clients what they want and lets them direct their path, which reduces friction."

Dustin Hubbard Chief Technology Officer at WaFd Bank

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