News

Hampshire Trust Bank and Netcall to explore how AI capabilities can enhance service and productivity

11th March 2024

Hampshire Trust Bank (HTB) and Netcall are joining forces to investigate how the AI capabilities of Netcall’s Liberty platform can help staff assess and handle customer communications, with a focus on delivering good customer outcomes.

Sentiment Analysis will replace manual processes, enhancing the customer experience and helping HTB staff focus on delivering a superior customer service by reducing unnecessary admin and analytical tasks.

“We’re using the AI capabilities of Liberty platform to make sure service levels are kept really high and, ultimately, to help identify and look after those customers who need us most.”

Ed Eaves

Head of Savings Operations, Hampshire Trust Bank

Netcall has a longstanding relationship with Hampshire Trust Bank. Its Liberty platform is already utilised throughout the bank, which has built various processes and applications.

Valuable insights into customer emotions

The integration of sentiment analysis and keyword analysis machine learning models into their customer support processes is being used to provide the Bank with valuable insights into customer emotions and concerns.

Liberty gives clients business-ready AI models that can be quickly and simply deployed in workflows to drive efficiency or improved customer experience.

Embracing this advanced technology enables HTB to enhance their proactive approach in meeting customer expectations in the ever-evolving financial services industry.

Find out more about how HTB is pioneering a digital approach to support expansion goals using Liberty.