Does AI make human support agents faster?

“AI tooling has reduced call summarisation time by more than 70%”

NatWest GroupPublished by the organization itself (regulatory filing), no named author

“New AI capabilities enabled quicker responses to customer complaints, saving around 90,000 hours per annum through automated summarisation and AI-generated complaint responses.”

NatWest GroupPublished by the organization itself (regulatory filing), no named author

“~9,000 contact centre colleagues are using AI to transcribe customer conversations and reducing time spent to search relevant data.”

NatWest GroupPublished by the organization itself (post), no named author

“EricaAssist reduces average call times by nearly one minute per interaction”

Bank of AmericaPublished by the organization itself (post), no named author

“saving over 70,000 hours through automated call and chat summaries and another 17,500 hours through faster, high- quality complaint responses.”

NatWest GroupPublished by the organization itself (post), no named author

“By leveraging GenAI and other ML tools, we deliver high-quality, efficient member support at scale, including our GenAI chatbot and voicebot that we launched in 2025. Our proprietary, AI-powered disputes management platform has contributed to improved agent productivity and reduced dispute investigation times, creating better experiences for our members.”

ChimePublished by the organization itself (regulatory filing), no named author

“18,000 customer service representatives receive real-time guidance in seconds, helping them resolve client needs faster”

Bank of AmericaPublished by the organization itself (post), no named author

“EricaAssist works alongside employees during calls – summarizing and surfacing relevant guidance in real time”

Bank of AmericaPublished by the organization itself (post), no named author

“summarize why a client is calling, pull together relevant information, and recommend next steps based on the employee's role and the client's relationship with the bank”

Bank of AmericaPublished by the organization itself (post), no named author

“To better support our colleagues, we use AI summaries to help triage customer needs. In 2025, the technology benefitted approximately 9,000 customer support agents”

NatWest GroupPublished by the organization itself (post), no named author

“By automating simple and repetitive tasks, our support engineers are able to augment and scale their time in a more valuable way”

SalesforcePublished by the organization itself (regulatory filing), no named author