Innovation

EQ Bank rolls out Adoreboard AI solution

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July 2, 2024

EQ Bank, a Canadian challenger bank, introduced Adoreboard, an AI platform that detects emotion expressed in messages with customers. Using this data, EQ Bank can respond in a more effective manner to customers, according to a press release.

With Adoreboard, EQ Bank can predict the impact on resolving customer issues and complaints on its Net Promoter Score on a variety of experiences and touchpoints. Upon deploying Adoreboard, it saw a trust increase of 8%.

"EQ Bank is a customer-obsessed organization, so partnering with Adoreboard to bring our customers' insights more readily to the forefront was a natural choice," Cathy Ly, VP marketing, EQ Bank, said in the release. "Verbatim comments left by customers are a critical way to build challenger banking products that drive trust and satisfaction. With Adoreboard, we're now able to hear what our customers are saying more intimately and faster than ever, while also translating these findings into discernible business results."

Other major companies have also used Adoreboard including Amazon, Allstate and Procter and Gamble.