Future-focused member service innovation.
enhanced satisfaction rate.
simultaneous calls managed during system conversion.
reduction in AHT.
TowneBank elevates personalized service with unified member support operations.
Founded in 1999 in Portsmouth, Virginia, TowneBank has grown from a local institution to a regional leader with branches across Virginia and North Carolina, distinguished by its community focus and relationship-driven service.
TowneBank has reimagined member service with Talkdesk Customer Experience Automation™, unifying operations across loans, cards, online banking, and more. By streamlining service through automation while keeping every interaction personal, they’ve empowered agents with real-time insights, automated summaries, and AI-driven knowledge at their fingertips. TowneBank proves that automation doesn’t replace the human touch — it amplifies it.
"The real value of our Talkdesk implementation goes beyond efficiency metrics. It's about empowering our team members to deliver exceptional service with the right information at the right moment. This technology investment directly supports our fundamental commitment to treating members as part of the TowneBank family."
Michelle Davis Vice President, Systems Analyst, TowneBank
TowneBank implemented a comprehensive suite of Talkdesk solutions, including the Talkdesk Financial Services Experience Cloud™—a solution specifically designed for the financial services industry. Staying true to its conservative approach, TowneBank initially focused on AI features that enhanced, rather than replaced, human interactions. They began with AI-powered tools like Talkdesk Copilot™ and Talkdesk Customer Experience Analytics.
The impact on member service was immediate and substantial, with an intuitive interface and powerful functionality enabling a smooth transition—an uncommon achievement for a deployment of this scale. Even basic features delivered significant time savings.
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