Overview
Join Krystal Davis-Drulik, Planning and Infrastructure Manager at Fulton Bank, as she shares how replacing an aging IVR during the early pandemic grew into a broader AI journey aimed at making every customer interaction, from an 84-year-old grandfather to an 18-year-old, feel effortless.
Learn how Fulton Bank now services over 3 million customer interactions a year across its contact center, sales, commercial treasury management, and back office teams, and how adopting Expert as a knowledge base alongside Copilot's journey summaries, transfer summaries, and auto summary features has made agents more productive while customers get answered faster and can now chat in for the first time.
In this session, you'll hear:
- Why an IVR vendor sunset during the early pandemic became the catalyst for a seamless, frictionless customer and employee experience
- How a strong account team relationship helped Fulton Bank solve problems within existing systems and plan for what's next
- Why enabling agents with Expert and Copilot, including journey summaries and the new Copilot auto summary, became the foundation of Fulton's AI journey
- How thinking across generations of customers shapes what a genuinely accessible banking experience looks like
- Why adding chat as a new channel gave customers with urgent needs but no time to call a faster way to get help
Whether you're replacing legacy contact center technology under pressure or building toward a broader AI strategy, this testimonial shows what it looks like to put both customer and employee experience at the center of that transformation.