28 Apr Banking On Innovation
We’re thrilled to announce the release of our client testimonial video featuring United Bank of Georgia, an institution with over 120 years of community banking excellence.
In this new testimonial, United Bank’s Retail Delivery Manager, Lauri Irvin, shares how their team partnered with Directlink to modernize their customer service operations—without sacrificing the personal touch that defines their bank’s legacy.
Real Results, Real Impact
Facing growing customer expectations, rising call volumes, and the challenges brought on by the COVID-19 pandemic, United Bank recognized the need for a solution that could scale their support capabilities while keeping their community-first philosophy intact.
By implementing Directlink’s Virtual Banker, United Bank achieved incredible results within the first year:
- Automated over 35% of incoming customer calls
- Reduced call center wait times by 30%
- Extended customer service availability to 24/7 for routine banking needs
- Improved AI recognition accuracy from 80% to 93%
- Reallocated staffing without replacing five full-time call center positions
One memorable moment during the rollout came during a winter storm, when United Bank closed its contact center early for the safety of its employees. Thanks to the Virtual Banker, customer service continued without interruption, keeping customers informed and connected while staff stayed safely at home.
A Partnership Built on Innovation and Trust
Directlink worked closely with United Bank’s call center team to script customer-friendly workflows, train the AI system based on real-world conversations, and continuously refine its responses. The partnership allowed United Bank to not only adapt to immediate challenges but also to position themselves for a 24/7/365 service future.
We are honored to have played a role in helping United Bank achieve these milestones and are grateful for their willingness to share their experience with the broader financial services community.
Thank You to United Bank
We are profoundly grateful to United Bank of Georgia for their unwavering partnership, visionary leadership, and extraordinary commitment to innovation. A special and heartfelt thank-you goes to Lauri Irvin, whose passion for customer service, depth of insight, and authentic storytelling brought this testimonial to life in a way that exceeded all expectations. Lauri’s willingness to share United Bank’s journey so candidly and thoughtfully has not only elevated this project but has inspired everyone at Directlink. Working alongside such a dedicated and forward-thinking team has been a true privilege, and we are honored to continue building the future of community banking together!
