Trust Bank cuts human support chats by 50% with Gen-AI chatbot

By Parth Prabhudesai

Trust Bank has reported a sharp reduction in customer support workloads and complaints following the rollout of its generative AI-powered chatbot within the Trust banking app.

According to the bank, the chatbot reduced customer chats handled by human agents by 50 percent and contributed to an approximately 40 percent decline in complaints within months of deployment.

The AI assistant allows customers to ask banking-related questions in natural language instead of navigating through fixed menus or scripted responses. It currently handles routine queries including card replacement requests, deleting payees, accessing statements, paying credit card bills and managing Linkpoints.

The chatbot uses updated product information and customer context to generate more relevant responses. More complex queries are transferred to human agents, with full conversation history retained to improve continuity and support resolution.

Trust Bank said its Customer Care team played a key role in refining the chatbot’s knowledge base, while automated testing tools are being used to monitor performance and support future updates.

The rollout has also changed how customer service teams operate. With fewer routine requests reaching support staff, human agents are increasingly focused on handling more complex customer issues. One former customer service employee has also transitioned into a dedicated AI analyst role to monitor chatbot performance, deflection rates and customer interaction trends.

Angela Yeo, Head of Customer Service at Trust Bank, said the bank wanted to redesign customer support around conversational AI rather than simply automate processes.

“Customers today expect banking to be instant, personalised and effortless. We saw a clear opportunity to redesign customer support with generative AI, not simply to automate conversations, but to deliver a genuinely better experience,” Yeo said.

The bank plans to expand its use of generative AI into other areas including AI-powered transaction search, spending insights and personalised financial guidance.

The development reflects a broader trend across the banking sector, where financial institutions are increasingly deploying generative AI tools to improve customer engagement, reduce operational costs and streamline digital banking experiences.