The AI bringing Zen to First Horizon's call centers (www.americanbanker.com)

First Horizon Bank is utilizing artificial intelligence to enhance the well-being of its call center agents, who often face high-stress situations while dealing with customers. Recognizing the alarming statistics of stress and turnover in the industry, the bank has implemented a program that employs Cisco's AI technology to monitor agent stress levels. When an agent's stress score exceeds a preset threshold, the system can either reroute calls or provide a "Thrive Reset," a calming video montage featuring personalized family photos and soothing music. Initial pilot results showed a remarkable 20% reduction in burnout and improvements in both call handling and customer satisfaction scores. This initiative is significant for the AI/ML community as it exemplifies innovative applications of AI in enhancing employee wellness, directly correlating mental health to customer experience. By integrating stress-analyzing algorithms with personalized wellness interventions, First Horizon is pioneering a holistic approach to call center operations. The bank's commitment to further AI developments, including a conversational interactive voice response system, underscores the potential for future banking services to rely more on AI automation while still prioritizing the human aspect of customer service.