US-based lender Arvest Bank has selected IntelliResponse Virtual Agent technology for its corporate web portal to assist transition of customers from 29 recently acquired BofA's branches to the bank.
In February, the lender acquired BofA branches in four states, including Missouri, Arkansas, Kansas and Oklahoma, as per the agreement inked in December 2012.
The technology upgrade aims to improve banking operations in more than 260 locations across 90 communities and the lender has over $13bn in total assets.
With the implementation of IntelliResponse, account holders can go to Arvest’s website, type in their natural language question and receive a single correct and approved answer.
Arvest Bank vice president and marketing director Jason Kincy said that the bank was keenly looking to provide 24/7 online question-and-answer support to its customers through a virtual agent.
"More and more of our customers are now turning to our website first for answers before picking up the phone, so providing effective online self-service options was a natural extension of our overall customer service offering," Kincy added.