Client:Citizens Bank
Region:North America
Industry:Banking and Financial Services
Contact Center
Citizens Bank: How AI efficiencies enable 1:1 engagement
Client Overview
One of the oldest and largest financial institutions in the United States, Citizens Bank is committed to putting customers and colleagues first. In its contact center (CC), that means offering multiple self-service options, as well as that all-important human connection for critical tasks. But with around a thousand possible procedures, determining the right systems to use in real time was putting CC teams under pressure and leading to delays and increased wait times.
Safeguarding data, reducing stress, and building trust with every interaction
Migrating to UiPath Automation Cloud™ has revolutionized contact center operations. All required systems are opened, and agents logged in, as soon as calls begin—making it quick and easy to access the right application. Less time searching means more time for customer interactions—actively listening, solving problems, and uncovering upsell opportunities. Citizens Bank is extending automation across the institution, and pragmatically and ethically exploring agentic AI to plan, work, and make decisions with minimal human oversight.
One of the most important things for our customers is to reach a human at the right time. So, while AI is working to find the right procedure, colleagues are able to connect with that customer, maybe upsell some service—but, more importantly, actively listen to solve their problems.
Outcomes:
Citizens Bank has improved its customer experience by incorporating AI and automation to support contact center interactions, speed up systems access, and reduce call handling time.
Intelligent document processing was used for foreign checks. This made the process more efficient and required less due diligence, while being easy for staff to use with little training.
The bank is fostering a culture of citizen development, allowing employees to leverage their insights and knowledge to create automated solutions. This is complemented by automation training via UiPath Academy.
Additional resources:
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