Using AI to improve a bank’s agent effectiveness

11 December 2025

While digital is increasingly the channel that customers choose to interact with businesses, phone-based outreach is still the most commonly used engagement and sales tool. Yet, many companies lack a formulaic means of analyzing why some agents are more effective than others. Learn how with help from EY, a commercial bank leveraged machine learning and natural language processing to improve sales workforce effectiveness.

Document ID: 2025-2480

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